Technical Support Engineer managing complex customer support cases related to Informatica P360. Collaborating with teams to resolve issues and maintain customer satisfaction.
About the role
- Technical Support Engineer managing technical issues and adoption for Salesforce technology. Collaborating with customers to maximize their business value through the Salesforce platform.
Responsibilities
- Lead the end-to-end customer technical experience by managing support cases from initial diagnosis through resolution.
- Diagnose and resolve complex technical issues related to Salesforce platform products, including Sales Cloud.
- Coordinate resolution of critical and high-priority cases by collaborating with cross-functional teams and escalating issues to Product Engineering when necessary.
- Provide onboarding support and technical discovery sessions to help new customers successfully implement Salesforce solutions.
- Guide customers on best practices, product configuration, and architecture to accelerate product adoption and maximize platform value.
- Investigate customer-reported issues, analyze system behavior, and identify root causes using internal tools and troubleshooting methods.
- Manage multiple customer issues simultaneously while prioritizing work in a fast-paced technical support environment.
- Develop and maintain deep technical expertise in Salesforce platform functionality and related technologies.
- Collaborate with Product Engineering and internal teams to investigate defects, report product issues, and improve platform functionality.
- Create and maintain technical documentation and knowledge base articles to support internal teams and the broader support community.
- Mentor team members through collaborative troubleshooting frameworks such as the Swarming model.
- Communicate complex technical concepts clearly to both technical and non-technical stakeholders.
Requirements
- Bachelor’s degree in Computer Science, Engineering, or related technical discipline, or equivalent experience.
- 2+ years of experience in technical support, software engineering, or related customer-facing technical roles.
- Experience troubleshooting software applications and debugging code, including Java-based applications.
- Strong understanding of database concepts, data management, and SQL.
- Experience explaining complex technical concepts to non-technical audiences.
- Excellent written and verbal communication skills.
- Strong analytical and problem-solving skills in fast-paced technical environments.
- Customer-focused mindset with ability to build consultative relationships with stakeholders.
- Ability to prioritize multiple tasks and manage competing customer issues effectively.
- Professional proficiency in spoken and written English is required.
- Portuguese and Spanish language proficiency highly preferred.
- Experience working within the Salesforce platform architecture.
- Salesforce certifications such as Salesforce Administrator (ADMIN201) or similar.
- Familiarity with Sales Cloud, Service Cloud, Data Cloud, or Agentforce technologies.
- Experience with web technologies including HTML, JavaScript, CSS, or APEX.
- Experience with AI/LLM technologies, conversational AI, or AI orchestration frameworks.
- Prior experience in customer-facing roles such as Technical Support, Solutions Engineering, Customer Success Engineering, or Professional Services.
Benefits
- time off programs
- medical
- dental
- vision
- mental health support
- paid parental leave
- life and disability insurance
- 401(k)
- employee stock purchasing program
Job title
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