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