Lead the end-to-end customer technical experience by managing support cases from initial diagnosis through resolution
Diagnose and resolve complex technical issues related to Salesforce platform products, including Sales Cloud
Coordinate resolution of critical and high-priority cases by collaborating with cross-functional teams and escalating issues to Product Engineering when necessary
Provide onboarding support and technical discovery sessions to help new customers successfully implement Salesforce solutions
Guide customers on best practices, product configuration, and architecture to accelerate product adoption and maximize platform value
Investigate customer-reported issues, analyze system behavior, and identify root causes using internal tools and troubleshooting methods
Manage multiple customer issues simultaneously while prioritizing work in a fast-paced technical support environment
Develop and maintain deep technical expertise in Salesforce platform functionality and related technologies
Collaborate with Product Engineering and internal teams to investigate defects, report product issues, and improve platform functionality
Create and maintain technical documentation and knowledge base articles to support internal teams and the broader support community
Mentor team members through collaborative troubleshooting frameworks such as the Swarming model
Communicate complex technical concepts clearly to both technical and non-technical stakeholders

Requirements

Bachelor’s degree in Computer Science, Engineering, or related technical discipline, or equivalent experience
2+ years of experience in technical support, software engineering, or related customer-facing technical roles
Experience troubleshooting software applications and debugging code, including Java-based applications
Strong understanding of database concepts, data management, and SQL
Experience explaining complex technical concepts to non-technical audiences
Excellent written and verbal communication skills
Strong analytical and problem-solving skills in fast-paced technical environments
Customer-focused mindset with ability to build consultative relationships with stakeholders
Ability to prioritize multiple tasks and manage competing customer issues effectively
Professional proficiency in spoken and written English is required
Portuguese and Spanish language proficiency highly preferred
Experience working within the Salesforce platform architecture
Salesforce certifications such as Salesforce Administrator (ADMIN201) or similar
Familiarity with Sales Cloud, Service Cloud, Data Cloud, or Agentforce technologies
Experience with web technologies including HTML, JavaScript, CSS, or APEX
Experience with AI/LLM technologies, conversational AI, or AI orchestration frameworks

Benefits

Health insurance
401(k) matching
Flexible work hours
Paid time off
Remote work options
Paid parental leave
Life and disability insurance
Employee stock purchasing program
Mental health support

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SalesforceJavaSQLHTMLJavaScriptCSSAPEXAI technologiesLLM technologiesconversational AI

Soft Skills

analytical skillsproblem-solving skillscommunication skillscustomer-focused mindsetability to prioritize tasksmentoringcollaborationconsultative relationship buildingtechnical documentationfast-paced environment adaptability

Certifications

Salesforce Administrator (ADMIN201)