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 deeply understanding customer challenges and crafting innovative solutions to accelerate adoption and drive measurable business value. You will welcome new customers post-sale, serve as their technical champion, resolve complex platform challenges, and proactively guide them to better leverage Salesforce products, features, and best practices. Success means accelerating customer adoption, strengthening technical health, and helping customers demonstrate tangible business impact through reactive and proactive technical efforts. This role requires an individual who can think like both an engineer and a consultant, diagnosing root causes while identifying opportunities to elevate customer technology usage.

Your Impact

• Welcome & Onboard New Customers for Success:
• Serve as the technical welcoming committee for customers post-sale.
• Conduct initial technical discovery sessions and create personalized onboarding plans.
• Ensure a smooth transition from sales to implementation.
• Accelerate Product Adoption & Feature Utilization:
• Proactively engage with customers to drive faster time-to-value by identifying adoption gaps and demonstrating high-impact features.
• Create tailored success path plans.
• Identify underutilized features, expansion opportunities, and strategic use cases.
• Own measurable technical outcomes including acceleration of time-to-production, increased adoption of priority features, improved integration reliability, and demonstrated operational efficiency gains.
• Deliver Mission-Critical Support with Speed & Precision:
• Respond with urgency to time-sensitive, business-impacting issues across the Salesforce platform.
• Address complex data integrations, API challenges, and AI/Agentforce implementations.
• Rapidly diagnose root causes, coordinate critical escalations, and communicate clearly.
• Champion Best Practices & Long-Term Success:
• Guide and implement engineering best practices for code quality, scalability, security, and maintainability.
• Translate customer business objectives into architectural recommendations.
• Synthesize recurring technical friction patterns and translate them into prioritized, data-backed product feedback in partnership with Product and Engineering teams.

Requirements & Tech Stack

• Java Programming Language
• 2+ years of experience in debugging/troubleshooting Java code/applications.
• Experience assessing business objectives and driving stakeholder alignment.
• Experience with complex data integrations, API challenges, and AI/Agentforce implementations.
• Salesforce platform
• Experience developing conversational AI solutions within regulated industries
• Experience building solutions with AI/LLM technologies, including integrating LLMs, applying AI orchestration frameworks, and prompt engineering techniques.
• Familiarity with data modeling, processing, integration, and analytics.
• Proficiency in data platforms (e.g., Salesforce Data Cloud, Snowflake, Databricks).

Qualifications

• Strong background in Computer Science or related engineering discipline.
• Skill in explaining complex technical concepts clearly to non-technical audiences.
• 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.
• Experience with Salesforce Data Cloud and/or Agentforce platform.
• Experience with AI/LLM technologies.
• Familiarity with data platforms.
• Open to working in Shift 24*7.