Sr. Technical Support Engineer

This onsite role in Seattle, WA supports Salesforce customers by handling technical support requests, serving as the technical resource for the Qualified Success Architect team, and coordinating with engineering to shape product feedback and incident communications.

Responsibilities

• Manage the support queue, addressing and resolving product related issues promptly across channels such as live chat, email, and video calls.
• Provide technical backing to the Success Architect team by possessing deep product knowledge and joining customer calls as an additional technical resource.
• Collaborate with engineering to diagnose, debug, and report operating issues affecting current customers; apply technical expertise to investigate, diagnose, and triage bugs.
• Partner with the product team to interpret and prioritize customer feedback and translate it into actionable insights informing the product roadmap.
• Propose enhancements to documentation, processes, and the knowledge base to improve efficiency and clarity.
• Serve on the incident response team to communicate updates to customers and internal staff during incidents.
• Support leadership in accelerating and refining customer operations and overall experience.

Requirements

• Ability to explain complex features to both technical and non-technical users with empathy and technical proficiency.
• Minimum of five years of experience providing support in a B2B SaaS company.
• Bachelor's degree required.
• Based in the Pacific or Mountain time zones (PST or MST).
• Strong interpersonal, verbal, and written communication skills.
• Comprehensive knowledge of Salesforce CRM.
• Working knowledge of marketing automation platforms such as Marketo, Pardot, HubSpot, Eloqua.
• Familiarity with JavaScript and API error handling.
• Understanding of web technologies including website architecture, custom forms, and UTM parameters.
• Commitment to enabling customer success through software.
• Enjoys analyzing issues and solving complex problems; demonstrates persistence in uncovering root causes and researching technical nuances.
• Comfort with cross-functional work and contributing to projects beyond day-to-day tasks.
• Interest in growing a career in Technical Support and helping to build an exceptional team.

Technologies

• Salesforce CRM
• Marketo
• Pardot
• HubSpot
• Eloqua
• JavaScript

Compensation

USD 99,400 - 150,300 per year

Benefits

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

Job Category

• Customer Success

Accommodations

If you need a reasonable accommodation during the application or recruiting process, please submit a request via this Accommodations Request Form.

About the Company

Salesforce is positioned as a leading AI powered customer relationship management platform where humans and agents collaborate to drive customer success. The culture emphasizes ambition, action, trust, and innovation as integral elements of daily work, with a focus on keeping core values at the forefront.

Culture and Growth

Salesforce supports employees in all areas of life, offering benefits and resources aimed at balance and performance. AI tools are used to accelerate impact and enhance the experiences delivered to customers, with a forward-looking view on career development within the technical support field.

Accommodations Note

If you need a reasonable accommodation during the application or the recruitment process, please submit a request via this Accommodations Request Form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.