Senior Technical Support Engineer (Industry Cloud)
Core
Providing technical support for Salesforce Industry Cloud, guiding customers to success through troubleshooting, escalation leadership, and leveraging AI tools like Agentforce.
Role type
Senior Technical Support Engineer (Industry Cloud)
Builds
Customer success outcomes via resolution of complex technical issues and optimized support processes.
Domain
SaaS / Customer Success / Industry Cloud
Deliverable
client delivery
Required skills
Salesforce or similar SaaS technical support experience, troubleshooting concepts, complex escalation leadership, technical mentoring, time management in fast-paced environments, knowledge of standard Salesforce functions and Industry Cloud specific features.
Preferred skills
Industry Cloud product implementation/customization, OmniStudio development, REST/SOAP API integration, Salesforce Flow/Apex/LWC development, complex technical case leadership.
Technologies
Salesforce, Industry Cloud, OmniStudio, REST, SOAP, Apex, LWC, Agentforce, AI tools
Responsibilities
Troubleshooting standard and customized Salesforce functions, establishing and maintaining technical expertise, maximizing customer satisfaction, participating in training, collaborating with global support/dev teams, creating and managing knowledge documents, mentoring team members, leading complex escalations.
Seniority
Senior, hands-on IC