Service Cloud Technical Support Engineer

Salesforce offers a competitive annual salary range of USD 80,900 to 122,300 for an onsite role in Indianapolis, IN, and provides a comprehensive benefits package. This 24/7 global support position centers on onboarding, delivering best-practices guidance, and resolving complex technical issues for enterprise customers across the Salesforce platform, including Service Cloud.

Benefits

• Time off programs
• Medical insurance
• Dental insurance
• Vision insurance
• Mental health support
• Paid parental leave
• Life insurance
• Disability insurance
• 401(k)
• Employee stock purchasing program

Responsibilities

• Own the full technical support lifecycle for customers, guiding cases from initial intake through final resolution
• Troubleshoot and resolve advanced issues across Salesforce platform products, including Service Cloud
• Coordinate rapid responses for critical cases by partnering with cross-functional teams and escalating to Product Engineering when needed
• Deliver onboarding support and technical discovery sessions to aid new customers implementing Salesforce solutions
• Advise customers on recommended practices, configurations, and architecture to speed adoption and maximize value
• Investigate reported issues, analyze system behavior, and determine root causes using internal tools
• Handle multiple concurrent issues while prioritizing work in a fast-paced setting
• Develop and maintain expertise in Salesforce platform features and related technologies
• Work with Product Engineering and internal teams to investigate defects, report issues, and enhance platform capabilities
• Create and maintain technical documentation and knowledge base resources for internal teams and the support community
• Mentor colleagues through collaborative troubleshooting approaches, including swarming
• Explain technical concepts clearly to both technical and non-technical audiences

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related technical discipline, or equivalent experience
• Minimum two years in technical support, software engineering, or similar customer-facing technical roles
• Experience debugging and troubleshooting software applications, including Java-based applications
• Solid knowledge of databases, data management, and SQL
• Proven ability to explain complex technical concepts to non-technical audiences
• Strong written and verbal communication skills
• Analytical problem-solving abilities in fast-paced technical environments
• Customer-focused mindset with the ability to build consultative relationships with stakeholders
• Ability to juggle multiple tasks and prioritize competing issues effectively
• Familiarity with Sales Cloud, Service Cloud, Data Cloud, or Agentforce technologies
• Experience with web technologies including HTML, JavaScript, CSS, LWC, or APEX
• Professional proficiency in spoken and written English

Technologies

• Sales Cloud
• Service Cloud
• Data Cloud
• Agentforce
• HTML
• JavaScript
• CSS
• LWC
• APEX
• Java
• SQL