Technical Support Engineer

About the Role

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. The Agentforce and Data 360 Support team is comprised of highly skilled technical engineers who have a passion for making customers successful.

• These roles are located in Chicago, Indianapolis, Atlanta, and Seattle offices. Candidates should live locally to the area and be able to work in an office environment in a hybrid model.
• Government requirements: Must be a Sole U.S. Citizen (Non-dual citizen with any other country) operating on U.S. Soil with ability to meet customer and government screening standards, including a Criminal Justice Information Services screening with fingerprint scan.
• Citizenship will be verified through two of the following REAL ID Act documents: U.S. Passport, Passport Card, REAL Driver’s License, Global Entry Card, U.S. Government CAC/PIV.

Key Responsibilities

In your role as an Agentforce and Data 360 Support Engineer, you are the first point of contact for customers experiencing challenges navigating and implementing Data 360 and Agentforce products.

• Developing and maintaining technical expertise in Salesforce Data 360 and Agentforce.
• Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.
• Providing feature explanation and best practices.
• Managing customer expectations and the customer experience to maximize customer satisfaction.
• Actively maintaining and participating in job-related training activities.
• Demonstrating the ability to research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary.
• Prioritizing and managing time effectively in a fast-paced environment.
• Multitasking and performing effectively under pressure.
• Creating and curating knowledge content.

Requirements & Tech Stack

• Demonstrated skill in software customer support or software customer service in a customer-facing role.
• Experience with web technologies including HTML, JavaScript, CSS, or APEX.
• API / programming experience.
• Big data experience.
• Experience with Database concepts, Data management (RDBMS), and SQL.
• Experience with Salesforce and/or CRM applications and other cloud-based technologies preferred.
• Familiarity with Sales Cloud, Service Cloud, Data Cloud, or Agentforce technologies.

Qualifications

• US Citizenship to support specific customers.
• Salesforce Developer, Agentforce, Data 360 Certification is a plus.
• Bilingual Portuguese, French or Spanish language proficiency is a plus.