Technical Support Engineer

About the Role

As a Support Engineer, you will be at the forefront of transforming how customers experience and adopt Salesforce technology. This role involves understanding customer challenges, crafting solutions to accelerate adoption, and driving measurable business value. You will welcome new customers post-sale, guide them through their journey as a technical champion, resolve complex platform challenges, and proactively guide them to better leverage Salesforce products, features, and best practices. Success is measured by accelerating customer adoption, strengthening their technical health, and helping them demonstrate tangible business impact. This role requires thinking like both an engineer and a consultant.

Key Responsibilities

• Welcome and onboard new customers for success, serving as their first technical partner.
• Accelerate product adoption and feature utilization by identifying adoption gaps and demonstrating high-impact features.
• Deliver mission-critical support with speed and precision for time-sensitive, business-impacting issues across the Salesforce platform, including complex data integrations, API challenges, and AI/Agentforce implementations.
• Champion best practices for code quality, scalability, security, and maintainability.
• Synthesize recurring technical friction patterns and translate them into prioritized, data-backed product feedback.

Requirements & Tech Stack

• Proficiency in Java Programming Language.
• Experience with Salesforce Data Cloud and/or Agentforce platform (Preferred).
• Experience developing conversational AI solutions within regulated industries (Preferred).
• Experience building solutions with AI/LLM technologies, including integrating LLMs, applying AI orchestration frameworks, and prompt engineering techniques (Preferred).
• Familiarity with data modeling, processing, integration, and analytics, with demonstrable proficiency in data platforms (e.g., Salesforce Data Cloud, Snowflake, Databricks) (Preferred).
• Open to working in Shift 24*7.

Qualifications

• Strong background in Computer Science or related engineering discipline.
• 2+ years of experience in debugging/troubleshooting Java code/applications.
• Skill in explaining complex technical concepts clearly to non-technical audiences.
• Experience assessing business objectives and driving stakeholder alignment across organizational levels.
• Excellent collaboration, facilitation, and communication skills, both written and verbal.
• Demonstrated entrepreneurship, a "get-things-done" attitude, and a focus on fast delivery.
• Customer-centric mindset with proven ability to build consultative relationships and act as a trusted advisor.
• Ability to prioritize, multi-task, collaborate with team members, and perform effectively under pressure.
• Prior experience in customer-facing, hands-on technical roles such as Technical Support, Solutions Engineering, Professional Services, or Customer Success Engineering (Preferred).