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Technical Support Engineer (Gov & US)

Salesforce · Posted Oct 26

Customer relationship management, cloud computing, enterprise software, and artificial intelligence solutions

Indiana - IndianapolisFull-timeHybridMid Level2+ years₹70.0L–₹95.0L yearly26 applicants
Cloud ComputingEnterprise SoftwareCustomer Relationship ManagementArtificial IntelligenceSaaSPublic Company
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About the role

Salesforce is the #1 AI CRM, where humans with agents drive customer success. The Global Support environment provides 24/7 technical support across the Salesforce platform. As a Technical Support Engineer, you will work directly with customers to resolve critical issues, guide adoption of Salesforce technology, and help organizations achieve measurable business value through the platform.

What you will do

  • 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.

Skills used in this role

SalesforceSales CloudService CloudData CloudAgentforceJavaSQLHTMLJavaScriptCSSLWCApexAILLMPortugueseSpanishCommunicationProblem SolvingAnalytical

What the employer is looking for

  • 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.
  • Familiarity with Sales Cloud, Service Cloud, Data Cloud, or Agentforce technologies.
  • Experience with web technologies including HTML, JavaScript, CSS, LWC, or APEX.
  • Must be a Sole U.S. Citizen (Non-dual)
  • Professional proficiency in spoken and written English is required

Preferred qualifications

  • Portuguese and Spanish language proficiency highly preferred.
  • Experience working within the Salesforce platform architecture.
  • Salesforce certifications such as Salesforce Administrator (ADMIN201) or similar.
  • Experience with AI/LLM technologies, conversatio

Benefits and support

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

About Salesforce

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Salesforce

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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

Emergence CapitalMeritech Capital PartnersSunBridgeStarboard ValueWilliam Hambrecht
  • 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

MB
Marc Benioff

Chair, Chief Executive Officer & Co-Founder

RW
Robin Washington

President & Chief Operating and Financial Officer

PH
Parker Harris

Co-Founder & Chief Technology Officer, Slack

DS
David Schmaier

President & Chief Strategy Officer

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