Description
We are looking for daring teammates to join our innovative customer support team. These positions are for individuals who are highly motivated, self-directed, and have a desire to work on the #1 cloud-based platform. You must possess excellent analytical and communication skills and have the passion to deliver outstanding support.
The role is a part of the Global Support organization that has responsibilities for assigned cases, maintaining a single-minded focus to ensure customers are especially satisfied with Salesforce’s suite of products by becoming a Salesforce Industries cloud application and platform authority.
We’re looking for a Senior Technical Support Engineer for the Government and Public Sector Support Cloud team with a focus on:
- Industry Public Sector Solutions (PSS) & Gov Cloud (US-only)
- Industries OmniStudio / Industry Platform
- Revenue Cloud (CPQ, Billing)
This Support Engineer will be responsible for delivering world-class customer support to our Signature customers, driving operational excellence, and partnering closely with Product, Engineering, Success, and Sales to support complex, mission-critical customer environments.
This role requires strong, deep technical skills and experience supporting enterprise-grade SaaS platforms in regulated or industry-specific environments.
This role also requires meeting operational metrics including Customer Satisfaction (CSAT), Time to Resolve, and Service Level Agreement (SLA) targets. It also requires serving as a technical lead for junior engineers and helping support leadership influence the product roadmap, product quality, and supportability.
Minimum Qualifications & Skills
- Degree or equivalent validated experience required. Experience will be evaluated based on the strengths you'll need for the role.
- Over 4+ years of prior experience in a Technical Support/Services-related role.
- Experience with Salesforce and/or CRM applications and other cloud-based technologies.
- Comfortable interacting with all levels of customer and Salesforce management.
- Ability to multitask and perform effectively under pressure.
- Understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
- Experience with database concepts and data management (RDBMS), JSON, and SQL.
- Familiarity or experience with system logging tools (Splunk, Sumo Logic) as well as system monitoring.
- This candidate must be a U.S. citizen (U.S. born or naturalized) who does not hold dual citizenship and agrees to complete a U.S. federal government background clearance process.
Salesforce Certifications
- Salesforce Certified Administrator
- Salesforce Certified OmniStudio Developer
- Platform App Builder 1
- Platform Developer 1
Gov Cloud Compliance & Risk Management
- Keep support workflows aligned with Gov Cloud controls, FedRAMP, and internal security policies.
- Partner with InfoSec, Legal, and internal governance stakeholders as needed for audits, access, and data handling.
Preferred Qualifications
- Salesforce Industry CPQ Certification
- Revenue Cloud CPQ and Advanced Certification
- Experience in Energy, Health, Insurance, Financial Services, Telecommunications, Retail, and Consumer Goods industries
- Experience with FedRAMP-authorized environments, public sector customers, or other regulated industries