Senior Technical Support Engineer
Core
Senior Technical Support Engineer handling complex B2B SaaS support requests, acting as a technical resource for Success Architects, and bridging support with engineering.
Role type
Senior IC Technical Support Engineer
Builds
Customer success and product reliability for Salesforce CRM and marketing automation tools
Domain
B2B SaaS / CRM / Marketing Automation
Deliverable
client delivery
Required skills
Salesforce CRM expertise, B2B SaaS support experience, API debugging, web technologies, incident response, cross-functional collaboration
Preferred skills
Marketing automation systems knowledge, Javascript, LLM platform technology, documentation improvement
Technologies
Salesforce, Marketo, Pardot, Hubspot, Eloqua, Javascript, APIs, LLM
Responsibilities
Manage support queue via live chat, email, and video calls; support Success Architects on technical calls; diagnose and triage bugs with engineering; implement customer feedback into product roadmap; improve documentation and knowledge base; lead incident response communications; assist leadership in customer operations strategy.
Seniority
Senior, hands-on IC
