Support Engineer

About the Role

The Developer Support Engineer plays a critical role in our premier support organization, partnering with developers around the world to solve complex technical challenges across the Salesforce Platform. This role offers the opportunity to deepen your platform expertise, work cross-functionally with Product, AE, TAM, and CSM teams, and grow toward mastering the full breadth of Salesforce technology.

Key Responsibilities

• Deliver premier-level technical support with strong customer handling, critical escalation management, multi-tasking, and technical documentation skills.
• Partner closely with cross-functional teams (AE, TAM, CSM) and build strong relationships with Product teams.
• Create high-quality technical investigations and consistently meet monthly KPIs (CSAT, productivity).
• Respond to escalations from Tier 2 support within a 24/7/365 global, client-focused support environment — maintaining composure and professionalism under pressure.
• Assist third-party developers in troubleshooting integrations with Salesforce APIs, Apex, Visualforce, and other developer products, taking ownership through to full resolution.
• Write sample code and client libraries, and contribute to open-source projects.
• Create knowledge base materials that improve operational efficiency and empower the developer community.
• Resolve complex customer service issues while managing expectations for high satisfaction.
• Develop and maintain technical expertise in assigned product areas, applying it to help customers succeed.
• Assist with the design and delivery of product and technical training.
• Review support cases for technical and troubleshooting accuracy, and define technical best practices.
• Identify upsell opportunities and articulate Salesforce solutions in a way that is persuasive and accurate.
• Work weekends on a rotating basis (weekday off provided in exchange, plus additional weekend payout).

Requirements & Tech Stack

• Bachelor's or Master's degree in Computer Science, Information Systems, or Information Technology.
• 2–6 years of Salesforce engineering/programming experience.
• Minimum 2 years hands-on experience with Industries or Revenue Cloud products (CME, CPQ, HINS, any CORE product, OmniStudio, SF CPQ, Pricing, or Billing) — mandatory.
• Any Industry or Revenue Cloud Certification — mandatory.
• Salesforce Certified Platform Administrator and Platform Developer — mandatory.
• Core developer skills, including LWC and Apex development experience.
• Solid knowledge of JSON, XML, YAML; experience with server-to-server web services (SOAP & REST) preferred.
• AJAX web application development experience and knowledge of browser compatibility issues (required for some APIs).
• Solid understanding of internet technologies: firewalls, web servers, web proxy servers, etc.
• Understanding of database concepts, data management (RDBMS), and SQL.
• Previous experience with Salesforce CRM and its technologies.
• Broad knowledge of OWD, User Sharing, Visibility, and Licensing.
• Understanding of user creation and authentication.
• Good understanding of Experience Sites customization, considerations, and limitations.
• Excellent written and verbal communication skills, with the ability to clearly explain technical concepts.
• Bachelor's degree required in Computer Science, Information Systems/Technology, or a related field.

Preferred Qualifications

• Salesforce Certified Industries CPQ Developer & CPQ Administrator.

Workdays & Work Shifts

• 5 working days per week.
• Shift can align with any region (APAC, EMEA, IST, or AMER).
• Willingness to work non-rotating AMER shifts (EST and PST) is mandatory.
• Work hours/shifts are subject to change based on business requirements.