Senior Technical Support Engineer

Salesforce
California
Workplace: RemoteFull timeUSD 99,400 - 150,300 annuallyFunction: Customer Support (Service Desk)Experience: 5+ yearsEducation: bachelorsSkills: ["Communication","Writing","Interpersonal skills","Empathy","Problem-solving"]

Handle product support requests for a B2B SaaS platform, managing a support queue across live chat, email, and video calls. Serve as a technical resource aligned with the Success Architect team and partner with engineering to diagnose, debug, and triage customer issues and bugs. Collaborate with product to turn customer feedback into roadmap insights, improve the documentation/knowledge base, and participate in incident response communications.

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FursaFursa
Salesforce
Salesforce
3 days ago

Senior Technical Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Handle product support requests for a B2B SaaS platform, managing a support queue across live chat, email, and video calls. Serve as a technical resource aligned with the Success Architect team and partner with engineering to diagnose, debug, and triage customer issues and bugs. Collaborate with product to turn customer feedback into roadmap insights, improve the documentation/knowledge base, and participate in incident response communications.
Location: California
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Actively manage the support queue to resolve product-related issues via live chat, email, and video calls.
  • •Support the Success Architect team by providing technical expertise on product capabilities during customer calls.
  • •Work cross-functionally with engineering to diagnose, debug, and report operations-related problems and triage bugs.
  • •Collaborate with product to understand, prioritize, and implement customer feedback into actionable insights for the product roadmap.
  • •Improve documentation, processes, and the knowledge base, and support incident response communications.

Pay and Benefits

Salary: USD 99,400 - 150,300 annually
Perks:Health InsuranceDentalVisionPaid ParentalLife InsuranceDisability Insurance401kEquity

Key Requirements

  • •5+ years of experience providing support in a B2B SaaS company
  • •Bachelor’s degree required
  • •Extensive knowledge of Salesforce CRM
  • •Working knowledge of marketing automation systems (Marketo, Pardot, Hubspot, Eloqua)
  • •Ability to explain complex features to technical and non-technical users with strong communication and writing skills
Experience:5+ yearsB2B SaaSSales and marketing technologySalesforce ecosystem
Education:Bachelor's
Skills:CommunicationWritingInterpersonal skillsEmpathyProblem-solving
Tech Stack:Salesforce CRMMarketoPardotHubspotEloquaJavaScriptAPIUTM parametersEmail servicesLLM

Company Brief

Salesforce
Provides a leading cloud-based customer relationship management (CRM) platform with sales, service, marketing, analytics, and integration tools that empower businesses to manage customer relationships and digital transformation at scale.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 1999
Glassdoor
Glassdoor: 4.1
WebsiteLinkedInGlassdoor