Guides Salesforce customers from business goals to platform adoption, translating product capabilities, updates, and risks into practical value with IT and executive stakeholders.
About this role
In Salesforce's Signature Support organization, this role provides advanced, proactive technical support to Signature Success Plan customers. It investigates incidents, usage and performance issues, and alerts, coordinating complex cases with customer success and development teams. The engineer leads enterprise investigations, manages expectations and escalations, tracks inquiry and alert trends, and supports process optimization. Coverage spans Agentforce, Data Cloud, Sales, Service, Platform, Industry products and Proactive Monitoring. Deep expertise is required in one or more of web technologies (HTML, CSS, JavaScript, APIs) or server-side technologies (SQL, Java and other object-oriented languages, application servers, databases). Practical experience is also required in one or more of database and relational-data management and troubleshooting, large-scale data or multitenant environments, API programming or software development, the software lifecycle, or Salesforce operations and development. Applicants need at least 10 years of technical support experience at an enterprise software or cloud company, strong customer communication, systematic troubleshooting and problem solving, cross-functional collaboration, independent work, and the ability to develop teammates.
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