Lead the end-to-end customer technical experience by managing support cases from initial diagnosis through resolution
Job Summary
Lead the end-to-end customer technical experience by managing support cases from initial diagnosis through resolution.
Provide onboarding support and technical discovery sessions to help new customers successfully implement Salesforce solutions.
The Global Support environment is highly customer-focused and fast-paced, operating globally to provide 24/7 technical support across the Salesforce platform.
Matching Summary
Lead the end-to-end customer technical experience by managing support cases from initial diagnosis through resolution.
Salary
Base: $80,900 - $122,300 annually; Bonus/Equity: Not specified; Benefits: Not specified
Skills & Requirements
Must-have
troubleshooting complex technical issues
customer technical experience management
Salesforce platform products
Sales Cloud expertise
Java-based applications debugging
database concepts and SQL
fast-paced technical environments
Nice-to-have
AI/LLM technologies
conversational AI
Agentforce technologies
collaborative troubleshooting frameworks
consultative relationships with stakeholders
Key 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
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
Customer-focused mindset
Ability to prioritize multiple tasks
Professional proficiency in spoken and written English