Are you a technical problem-solver who excels at investigating complex software issues and guiding customers to success? We are seeking a Technical Support Engineer to be a pivotal member of our Cloud Success Group. In this role, you will apply your strong technical acumen to troubleshoot, analyze, and resolve challenges for clients utilizing SalesforceWhat You'll Do

• Expert Technical Investigation: Lead the investigation and resolution of complex support issues related to functionalities, integrations, APIs, and overall platform performance.
• Code-Assisted Troubleshooting: Utilize your knowledge of web development concepts to read, analyze, and understand customer code (HTML, CSS, JavaScript, SQL) to pinpoint the root cause of issues, rather than writing production code.
• Resolution & Guidance: Communicate clear, professional, and timely solutions, offering best-practice guidance to help customers optimise their use of the platform.
• Customer Advocacy: Manage the full issue lifecycle from initial contact through resolution, ensuring an excellent and professional customer experience at every step.
• Knowledge Contribution: Create and maintain high-quality technical documentation, knowledge base articles, and solution guides to empower both internal teams and external customers.

What You'll Bring
Required Technical & Support Skills

• Technical Troubleshooting Experience: Proven ability to diagnose and resolve technical issues within an enterprise software, SaaS, or highly integrated system environment.
• Core Technical Acumen: A solid ability to read and understand code and technical structures, specifically including:
  • Practical SQL: Proven ability to write and execute intermediate-level SQL queries for data retrieval, analysis, and diagnostic troubleshooting.
  • JavaScript (or similar scripting/object-oriented language)
  • HTML & CSS
  • Familiarity with web services, including REST/SOAP APIs.
• Communication: Exceptional written and verbal communication skills, with the ability to articulate complex technical findings clearly and effectively to both technical and non-technical audiences.
• Customer Focus: Experience in a customer-facing role with a strong commitment to problem resolution and service excellence.
• An additional language skills to include Portuguese, Spanish or French

Desired Skills (A Plus, but not required)

• Direct, hands-on experience with Agentforce/Data cloud.
• Familiarity with proprietary scripting languages, such as AMPScript or Server-Side JavaScript (SSJS).
• Relevant Salesforce certifications