Senior Technical Support Engineer
Core
Handle support requests and act as a technical resource for the Success Architect team, bridging support and engineering for a B2B SaaS CRM platform.
Role type
Senior Technical Support Engineer (B2B SaaS)
Builds
Customer success operations and product feedback loops for Salesforce CRM
Domain
B2B SaaS / CRM / Marketing Automation
Deliverable
client delivery
Required skills
B2B SaaS support experience, Salesforce CRM expertise, marketing automation systems knowledge, JavaScript debugging, API error analysis, web technologies, incident response, cross-functional collaboration
Preferred skills
Empathy in explaining complex features, problem-solving persistence, documentation improvement, process efficiency
Technologies
Salesforce CRM, Marketo, Pardot, Hubspot, Eloqua, Javascript, APIs, LLM, Email services
Responsibilities
Manage support queue via live chat, email, and video calls; Diagnose and triage bugs with engineering; Support Success Architects on customer calls; Implement customer feedback into product roadmap; Respond to critical incidents; Improve documentation and processes
Seniority
Senior, hands-on IC