Technical Support Engineer

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 Salesforce

What 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.

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

Company

About Us

We're Salesforce, the Customer Company, inspiring the future of business with CRM + AI + Data + Trust + You. Leading with our core values, we help companies across every industry blaze new trails and connect with their customers in a whole new way with our AI CRM. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

Our Commitment to Equality

At Salesforce, our commitment to driving equality and greater business value does not waver. We're working with employees, partners, Trailblazers, and customers to move closer to equality for all.

"We are our own greatest asset in making the changes needed for a more accessible workplace and world, empowering people with disabilities to gain meaningful employment and to feel the sense of belonging we all strive for. It starts in our own house, working to become the employer of choice for people with disabilities and attracting and retaining the best talent the world has to offer, in which accessibility plays a critical role." - Catherine Nichols VP Office of Accessibility, Salesforce

We are a Disability Confident Scheme member

Salesforce is proud to be part of the Disability Confident Scheme, supporting employers in recruiting and retaining talent with disabilities or long-term health conditions in the UK. We are committed to providing accommodations that best suits your needs for your interview; applicants can opt-in to the Schemeusing this accommodation form .

Need career support before applying? We are proud to partner with Evenbreak. If you wish to apply for any of our roles, please accessEvenbreak's Career Hive for free resources, including one-to-one personalised career coaching.

Disability Inclusive Workplace

At Salesforce, we strive to create a workplace that is inclusive and accessible for all. Discover ourDublin andLondon office accessibility guides that showcase Salesforce's commitment to customer success, trust-building, and equity. Our world-class programmes help employees thrive and perform their work without barriers. We provide various assistive tech devices (i.e., speech recognition software and screen readers), Neurodiversity Job coaching, mentoring and career development opportunities, workplace accommodations, and regular disability inclusion training to people leaders. Your wellbeing is also important outside the workplace. Our employee benefits in theUK andIreland support you and your family in all life stages.

The Office of Accessibility

Salesforce's Office of Accessibility provides dedicated support to ensure Salesforce employees have the right tools and resources to perform - and thrive - in the workplace. From the very start of the hiring process, we offer an inclusive work environment for all.

For more on the Office of Accessibility, visitour webpage .

Meet Our Equality Groups: Abilityforce

Accessibility and disabilities inclusion is part of our commitment. We believe that everyone should benefit from our products, experiences, and culture. We can't do this alone, and we don't have all the answers.

Abilityforce unites people with visible and invisible disabilities and their allies, treating a community of support and sense of belonging. Learn morehere !

Awards and Achievements

The Valuable 500 :In December 2019 Salesforce joined The Valuable 500, a worldwide call for 500 of the most influential businesses to include disability on their leadership agenda and to end biased attitudes towards disability in business.

ILOGlobal Business and Disability Network : Salesforce is a member of the ILO Global Business and Disability Network, aiming to create a global workforce culture that is respectful and welcoming of people with disabilities.

Disability Equality Index Award UK 2024:TheDisability:IN DEI index documents the growing importance of disability data in global business culture. Companies use the information contained in these pages to benchmark their disability inclusive initiatives. In 2024, Salesforce achieved the top score of 100, showcasing our efforts to make our company the best place to work for People with Disabilities.

Member ofBusiness Disability Forum :Salesforce has been regularly partnering with the UK leading business membership organization in disability inclusion.

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