Associate Technical Support Engineer — Global Voice Support Team, Cloud Success

Location: Hyderabad (Office-based)

About the Role

Salesforce is looking for an Associate Technical Support Engineer to join our Global Voice Support team within Cloud Success. You'll be the frontline for troubleshooting, feature guidance, and best-practice advice for Salesforce customers around the world. Our environment is fast-paced, client-obsessed, and runs 24/7/365 — so we need someone who stays composed under pressure, brings professionalism to every interaction, and is genuinely energized by helping customers succeed.
We're already building an AI-forward support organization. You'll be expected to bring an automation mindset to the role — using AI tools to resolve issues faster, reduce repetitive manual work, and surface insights that help the whole team work smarter, not just harder.

Responsibilities

• Deliver exceptional frontline technical support via phone, email or chat to Salesforce clients globally
• Advise on best practices across user management, data management, reporting, and dashboards
• Identify when a case needs escalation to Professional Services or the Account Executive team
• Track and maintain all client communications and case documentation in Salesforce
• Follow established support processes while proactively suggesting improvements — especially where AI or automation could reduce resolution time or repetitive effort
• Work flexibly across any shift in our 24/7 support model — shift assignments may change based on business needs, and willingness to rotate is essential

Preferred Qualifications & Skills

• Bachelor's degree in Computer Science, Information Technology or a related technical field
• Upto 12 months of experience in Voice support or IT/Product Support operations or a customer handling role
• Genuine passion for customer experience and customer first mindset
• Fluent communication in English, both written and verbal
• Action-oriented, with strong organizational, analytical, and problem-solving skills
• Curiosity about AI-driven tools and workflows, with an interest in using automation to work smarter and continuously improve support delivery
• Highly adaptable and a fast learner, comfortable with ambiguity and frequent change
• Technical aptitude for learning Salesforce Cloud applications and solutions
• Dependable, self-motivated, and able to work independently

Desired (not mandatory)

• Salesforce ADM 201 and/or ADM 211 certification
• Experience supporting international clients
• Multilingual proficiency (German, French, Italian, Spanish, Portuguese, or Dutch)

Who You Are

• Passion: You're driven by customer success, not just ticket closure
• Beginner's Mind: Always learning, always listening — you approach every interaction with curiosity and a hands-on attitude
• Urgency: You move fast and drive real business value and results
• Ohana: A team player people genuinely enjoy working with, with a generous heart
• Trust: You believe in and live our core values
• Adaptable: You thrive amid uncertainty and change — including shifting schedules in a 24/7 environment