Senior Technical Support Engineer – Nonprofit Cloud, Education Cloud

Salesforce

. Responsible for Salesforce's Critically Important Support, handling and executing cases of all severities .

Posted 4/30/2026full-timeIndianapolis • Illinois, Massachusetts, Washington • 🇺🇸 United StatesSenior💰 $99,400 - $150,300 per yearWebsite

Tech Stack

Tools & technologies

CloudFirewallsSplunkSQL

About the role

Key responsibilities & impact

Responsible for Salesforce's Critically Important Support, handling and executing cases of all severities
Implementing and identifying ways to prevent customer issues through proactive support and monitoring
Delivering world-class customer support to our Signature and Premier customers
Driving operational excellence
Partnering closely with Product, Engineering, Success, and Sales to support complex, mission-critical customer environments
Meeting operational metrics including Customer Satisfaction (CSAT), Time to Resolve, and Service Level Agreement (SLA) targets
Serving as a technical lead for junior engineers
Helping support leadership influence product roadmap, product quality, and supportability

Requirements

What you’ll need

Degree or equivalent validated experience required
Over 4+ years of prior experience in a Technical Support/Services-related role
Experience with Salesforce and/or CRM applications and other cloud-based technologies
Comfortable interacting with all levels of customer and Salesforce management
Ability to multitask and perform effectively under pressure
Understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
Experience with database concepts and data management, JSON, and SQL
Familiarity or experience with system logging tools (Splunk, Sumo Logic) as well as system monitoring
Salesforce Certifications Strongly Preferred (1 or more): Salesforce Certified Administrator, Salesforce Certified Platform App Builder, Salesforce Certified Platform Developer I, Salesforce Certified Nonprofit Cloud Consultant, Salesforce Certified Education Cloud Consultant, Salesforce Certified OmniStudio Developer
Working knowledge of the NPC data model: Person Accounts, Party Relationship Groups, Gift Transactions, Gift Commitments, Outbound Funds, Program Management Module (PMM) objects
Working knowledge of the Education Cloud data model: Educational Institution hierarchy, Learner Program, Course Connection, Program Enrollment, Student Success Hub, Recruiting & Admissions objects
Familiarity with legacy packages in the field (NPSP, EDA) is a plus
Hands-on with Industries platform tooling: OmniStudio (OmniScripts, FlexCards, Integration Procedures, Data Raptors), Data Processing Engine (DPE), Business Rules Engine (BRE), Actionable Relationship Center (ARC)
Strong Flow debugging skills (Record-Triggered, Screen, Scheduled)
Sharing & permissions troubleshooting: role hierarchy, sharing rules, Restriction Rules, Scoping Rules, field-level security
Apex debug log triage, SOQL, Governor Limits; ability to read Apex but not required to write production Apex.

Benefits

Comp & perks

time off programs
medical
dental
vision
mental health support
paid parental leave
life and disability insurance
401(k)
employee stock purchasing program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SalesforceCRM applicationsJSONSQLSplunkSumo LogicOmniStudioApexFlow debuggingdata management

Soft Skills

customer supportmultitaskingworking under pressurecommunicationoperational excellencetechnical leadershipcollaboration

Certifications

Salesforce Certified AdministratorSalesforce Certified Platform App BuilderSalesforce Certified Platform Developer ISalesforce Certified Nonprofit Cloud ConsultantSalesforce Certified Education Cloud ConsultantSalesforce Certified OmniStudio Developer