Associate Technical Support Engineer
Salesforce · Posted Oct 27
Customer relationship management, cloud computing, enterprise software, and artificial intelligence solutions
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About the role
Salesforce is an AI CRM company, and this role sits on the Global Voice Support team within Cloud Success, serving customers worldwide. The team provides frontline troubleshooting, feature guidance, and best-practice advice in a 24/7 support environment. The Associate Technical Support Engineer will handle customer cases via phone, email, or chat and use AI and automation to improve support delivery.
What you will do
- Deliver exceptional frontline technical support via phone, email or chat to Salesforce clients globally
- Advise on best practices across user management, data management, reporting, and dashboards
- Identify when a case needs escalation to Professional Services or the Account Executive team
- Track and maintain all client communications and case documentation in Salesforce
- Follow established support processes while proactively suggesting improvements — especially where AI or automation could reduce resolution time or repetitive effort
- Work flexibly across any shift in our 24/7 support model — shift assignments may change based on business needs, and willingness to rotate is essential
Skills used in this role
What the employer is looking for
- Passion: You're driven by customer success, not just ticket closure
- Beginner's Mind: Always learning, always listening — you approach every interaction with curiosity and a hands-on attitude
- Urgency: You move fast and drive real business value and results
- Ohana: A team player people genuinely enjoy working with, with a generous heart
- Trust: You believe in and live our core values
- Adaptable: You thrive amid uncertainty and change — including shifting schedules in a 24/7 environment
Preferred qualifications
- Bachelor's degree in Computer Science, Information Technology or a related technical field
- Upto 12 months of experience in Voice support or IT/Product Support operations or a customer handling role
- Genuine passion for customer experience and customer first mindset
- Fluent communication in English, both written and verbal
- Action-oriented, with strong organizational, analytical, and problem-solving skills
- Curiosity about AI-driven tools and workflows, with an interest in using automation to work smarter and continuously improve support delivery
- Highly adaptable and a fast learner, comfortable with ambiguity and frequent change
- Technical aptitude for learning Salesforce Cloud applications and solutions
- Dependable, self-motivated, and able to work independently
- Salesforce ADM 201 and/or ADM 211 certification
- Experience supporting international clients
- Multilingual proficiency (German, French, Italian, Spanish, Portuguese, or Dutch)
Benefits and support
- job shadowing
- mentorship programs
- talent development courses
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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