Senior Technical Support Engineer
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Job Category
Customer SuccessJob Details
About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword - it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.
Qualified is looking to add a new member to our Technical Support team as we scale our world class support. As a Technical Support Specialist, you will be responsible for handling support requests, being the technical resource aligned to our Qualified Success Architect team, and acting as a connection between support and engineering. You’ll be working on the cutting edge of the next generation of sales and marketing technology, wearing lots of hats, and helping us transform our customer experience. If you love helping others, solving puzzles, and working on an agile team this is the place for you.
Responsibilities:
Actively managing the support queue to answer and resolve product-related issues by working on cases in a timely manner and answering questions via a number of channels including live chat, email, and video calls.
Supporting our Success Architect team through a deep and technical understanding of the product and joining them on calls as an additional technical resource for customers.
Working cross-functionally with our engineering team to diagnose, debug, and report on operations-related problems for existing customers and leverage technical knowledge to investigate, diagnose, and triage bugs.
Working collaboratively with our product team to understand, prioritize and implement customer feedback into actionable insights that help shape the product roadmap.
Adding your own suggestions and efficiencies to improve our documentation, processes, and knowledge base.
Working on our incident response team to provide critical communication to our customers and internal staff during incidents.
Assisting and supporting leadership in improving the speed and efficiency of our customer operations strategy and experience.
Qualifications:
You have the ability to explain complex features and functionality to technical and non-technical users with empathy and technical expertise
5+ years of experience providing support in a B2B SaaS company
Bachelors degree required
Excellent interpersonal, communication, and writing skills
Extensive knowledge of Salesforce CRM
Working knowledge of marketing automation systems (ie Marketo, Pardot, Hubspot, Eloqua)
Working knowledge of Javascript and API errors
Knowledge of web technologies (website architecture, custom forms, UTM parameters, etc)
Knowledge of platform technology (Email services, LLM, etc.)
Passion for making customers successful with software solutions
You enjoy analyzing issues and digging into complex problems
You’re persistent in getting to the bottom of those complex problems. At Qualified our technical support team never has the same question twice and involves researching technical nuances.
The idea of wearing many hats and getting involved in lots of projects outside your day to day is exciting to you and you’re up for the challenge.
You’re interested in growing your career in Technical Support and helping us grow an amazing team.
Unleash Your Potential
When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance andbe your best, and our AI agents accelerate your impact so you cando your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what’s possible - for yourself, for AI, and the world.
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In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $99,400 - $150,300 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.