Salesforce is hiring for the position of Technical Support Engineer in Bangalore; Hyderabad, India. Candidates with a Bachelor’s/ Master’s Degree are eligible to apply for this position. The complete information, eligibility criteria, and requirements are provided below.
Job Description:
| Company Name | Salesforce |
| Position | Technical Support Engineer |
| Qualifications | Bachelor’s/ Master’s Degree |
| Experience | Experienced |
| Location | Bangalore; Hyderabad, India |
Key Responsibilities:
- Technical Leadership in Agentic CRM: Serve as a technical frontrunner and subject matter expert by staying ahead of emerging AI and automation capabilities to proactively support the future evolution of the Marketing Cloud platform.
- End-to-End Customer Journey Management: Own and manage the complete technical support lifecycle for enterprise clients, ensuring seamless handling and successful resolution of customer issues.
- Critical Issue Resolution: Lead and coordinate the rapid resolution of high-priority technical and business-impacting incidents to ensure timely and comprehensive problem resolution.
- Complex Case Investigation & Prioritization: Research, document, and prioritize complex customer-reported issues by effectively leveraging internal tools, collaborating with escalation teams, and managing time efficiently in a dynamic environment.
- Product Advocacy & Continuous Improvement: Partner closely with Product Engineering teams to identify product gaps, represent the Voice of the Customer, and drive enhancements that improve overall product quality and user experience.
- Customer Satisfaction Excellence: Proactively exceed customer expectations by delivering high-quality support experiences that consistently achieve strong customer satisfaction outcomes.
- Technical Expertise Development: Continuously build and maintain deep technical knowledge across assigned product functionalities to provide accurate guidance and effective solutions.
- Platform Best Practices Guidance: Provide expert-level explanations of platform features and offer guidance on Marketing Cloud best practices and standard methodologies.
- Team Knowledge & Mentorship: Contribute as a subject matter expert by offering peer mentorship and actively supporting collaboration through the team’s Swarming framework.
- Knowledge Base & Ecosystem Enablement: Develop and maintain comprehensive knowledge base documentation to enhance operational efficiency and empower the broader support community.
Eligibility Criteria:
- Possess 2+ years of experience in Technical Support, Consulting, or an equivalent technical role.
- Demonstrate excellent written and verbal communication skills.
- Have a strong understanding of database concepts and hands-on experience with SQL.
- Exhibit knowledge of internet technologies, including firewalls, web servers, and related components.
- Possess experience in Software Product Engineering or Software Development using programming languages such as Apex, JavaScript, Java, C, or C++, along with exposure to Salesforce platforms including Sales Cloud, Service Cloud, Marketing Cloud, or other Salesforce product offerings.
- Demonstrate proficiency in HTML, CSS, and JavaScript, with a solid understanding of web development best practices.
- Have experience troubleshooting and resolving issues across multiple internet browsers such as Chrome and Safari.
- Exhibit proven experience in customer-facing roles within Customer Support or Customer Service environments.
- Demonstrate the ability to effectively prioritize, manage, and drive customer issues to resolution.
- Possess strong multitasking abilities and the capability to perform efficiently under pressure.
Preferred Skills:
- Demonstrate the ability to remotely debug customer issues using troubleshooting tools such as Chrome DevTools and cURL.
- Possess a solid understanding of APIs, DNS, and Debug/HAR files, including the ability to capture and analyze them.
- Hold relevant Salesforce certifications such as Certified Sales Cloud Consultant, Certified Service Cloud Consultant, Certified Marketing Cloud Consultant, Certified Platform Administrator, Certified Marketing Cloud Email Specialist, Certified Marketing Cloud Administrator, or Certified Marketing Cloud Developer.
- Achieve Trailhead Ranger status, reflecting advanced knowledge of the Salesforce ecosystem.
About Company:
Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.
How To Apply?
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