Support and Services Engineer
Verifiable
full-time
Posted on:
Location Type: Remote
Location: Arizona • California • United States
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Tech Stack
About the role
- Own and resolve post-go-live technical requests from customers, including configuration updates, data imports, and managed service tasks, with a focus on timely resolution and high customer satisfaction.
- Collaborate with CSMs and the Support team to triage and manage technical escalations from live customers.
- Work closely with Product and Engineering to support customer rollouts of new features and managed package upgrades.
- Track and log time against customer requests, ensuring transparency in effort and accurate scoping.
- Translate customer needs into defined technical requirements and solution designs.
- Draft, scope, and refine customer-facing Statements of Work (SOWs) for new or expanded post-go-live servicesDeliver configuration updates in Salesforce, including objects, fields, flows, layouts, reports, dashboards, and permission sets.
- Maintain documentation and best practices to support recurring or common post-go-live needs.
- Participate in planning and stand-ups to track deadlines, progress, and scope changes for ongoing work.
- Identify opportunities to improve customer outcomes through better configuration, automation, and data structure.
Requirements
- 3+ years of experience with Salesforce configuration and administration with a strong desire to deepen your technical expertise in a dynamic environment.
- Proven ability to troubleshoot and resolve technical issues in a post-go-live SaaS environment.
- Strong communication skills and ability to work cross-functionally with CSMs, Support, Product, and Engineering.
- Experience with managing multiple concurrent requests from live customers.
- Familiarity with managed package upgrades, Salesforce flows, dashboards, reports, and permission sets.
- Experience delivering managed services work such as data imports, admin configuration, and system enhancements.
- Ability to translate business requirements into scalable and maintainable solutions.
- Comfortable working in a fast-paced startup environment with evolving priorities.
- Salesforce certifications such as Sales Cloud Consultant, Business Analyst.
Benefits
- Health/Vision/Dental plans
- unlimited PTO
- new Apple equipment
- startup equity as part of your comp package
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Salesforce configurationSalesforce administrationtroubleshootingdata importsmanaged servicessystem enhancementsSalesforce flowsdashboardsreportspermission sets
Soft skills
communication skillscross-functional collaborationproblem-solvingtime managementcustomer satisfactionadaptabilityattention to detailtranslating business requirementsdocumentationplanning
Certifications
Sales Cloud ConsultantBusiness Analyst