Salesforce Support Engineer - Industries & Revenue Cloud
Salesforce · Posted Oct 19
Customer relationship management, cloud computing, enterprise software, and artificial intelligence solutions
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About the role
Salesforce is the #1 AI CRM, and this role sits within its premier Developer Support organization, partnering with developers around the world to solve complex technical challenges across the Salesforce Platform. The work spans Industries and Revenue Cloud products (CME, CPQ, HINS, OmniStudio, SF CPQ, Pricing, Billing) as well as Apex, Visualforce, LWC, APIs, and Experience Sites. The Support Engineer handles Tier 2 escalations in a 24/7/365 global support environment, writes sample code and knowledge base content, and works cross-functionally with Product, AE, TAM, and CSM teams.
What you will do
- Deliver premier-level technical support with strong customer handling, critical escalation management, multi-tasking, and technical documentation skills
- Partner closely with cross-functional teams (AE, TAM, CSM) and build strong relationships with Product teams
- Create high-quality technical investigations and consistently meet monthly KPIs (CSAT, productivity)
- Respond to escalations from Tier 2 support within a 24/7/365 global, client-focused support environment — maintaining composure and professionalism under pressure
- Assist third-party developers in troubleshooting integrations with Salesforce APIs, Apex, Visualforce, and other developer products, taking ownership through to full resolution
- Write sample code and client libraries, and contribute to open-source projects
- Create knowledge base materials that improve operational efficiency and empower the developer community
- Resolve complex customer service issues while managing expectations for high satisfaction
- Develop and maintain technical expertise in assigned product areas, applying it to help customers succeed
- Assist with the design and delivery of product and technical training
- Review support cases for technical and troubleshooting accuracy, and define technical best practices
- Identify upsell opportunities and articulate Salesforce solutions in a way that is persuasive and accurate
- Work weekends on a rotating basis (weekday off provided in exchange, plus additional weekend payout — details shared separately)
Skills used in this role
What the employer is looking for
- Bachelor's or Master's degree in Computer Science, Information Systems, or Information Technology
- 2–6 years of Salesforce engineering/programming experience
- Minimum 2 years hands-on experience with Industries or Revenue Cloud products (CME, CPQ, HINS, any CORE product, OmniStudio, SF CPQ, Pricing, or Billing) — mandatory
- Any Industry or Revenue Cloud Certification — mandatory
- Salesforce Certified Platform Administrator and Platform Developer — mandatory
- Core developer skills, including LWC and Apex development experience
- Solid knowledge of JSON, XML, YAML; experience with server-to-server web services (SOAP & REST) preferred
- AJAX web application development experience and knowledge of browser compatibility issues (required for some APIs)
- Solid understanding of internet technologies: firewalls, web servers, web proxy servers, etc.
- Understanding of database concepts, data management (RDBMS), and SQL
- Previous experience with Salesforce CRM and its technologies
- Broad knowledge of OWD, User Sharing, Visibility, and Licensing
- Understanding of user creation and authentication
- Good understanding of Experience Sites customization, considerations, and limitations
- Excellent written and verbal communication skills, with the ability to clearly explain technical concepts
- Bachelor's degree required in Computer Science, Information Systems/Technology, or a related field
- 5 working days per week
- Shift can align with any region (APAC, EMEA, IST, or AMER)
- Willingness to work non-rotating AMER shifts (EST and PST) is mandatory, as the majority of volume originates from the AMER region
- Work hours/shifts are subject to change based on business requirements
Preferred qualifications
- Salesforce Certified Industries CPQ Developer & CPQ Administrator
Benefits and support
- Additional weekend payout for weekend work (details shared separately)
About Salesforce
Salesforce, Inc. is a leading global cloud-based enterprise software company specializing in customer relationship management (CRM) and artificial intelligence solutions. Through its integrated Customer 360 platform, the company provides applications for sales, customer service, marketing automation, e-commerce, and analytics. Powered by innovations like Agentforce, Salesforce helps businesses bridge human capability with autonomous AI agents to drive customer success.
- Industry
- Cloud Computing
- Company size
- 87000+ employees
- Founded
- 1999
- Location
- San Francisco, California, USA
- Funding stage
- Public Company
Funding
Public Company · $25B raised
- 2026-03Post-IPO Debt$25B
- 2003-01Venture Round$1M
- 2001-06Series D$46.9M
- 1999-11Series C$13.2M
- 1999-06Series B$3.8M
Leadership
Chair, Chief Executive Officer & Co-Founder
President & Chief Operating and Financial Officer
Co-Founder & Chief Technology Officer, Slack
President & Chief Strategy Officer
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