Senior Technical Support Engineer

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About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Job Description

Qualified by Salesforce is looking to add a new member to our Senior Technical Support team as we scale our world class support. As a Senior Technical Support Specialist, you will be responsible for handling support requests, being the technical resource aligned to our Qualified Success Architect team, and acting as a connection between support and engineering. You’ll be working on the cutting edge of the next generation of sales and marketing technology, wearing lots of hats, and helping us transform our customer experience. If you love helping others, solving puzzles, and working on an agile team this is the place for you.

Responsibilities

Actively managing the support queue to answer and resolve product-related issues by working on cases in a timely manner and answering questions via a number of channels including live chat, email, and video calls.

Supporting our Success Architect team through a deep and technical understanding of the product and joining them on calls as an additional technical resource for customers.

Working cross-functionally with our engineering team to diagnose, debug, and report on operations-related problems for existing customers and leverage technical knowledge to investigate, diagnose, and triage bugs.

Working collaboratively with our product team to understand, prioritize and implement customer feedback into actionable insights that help shape the product roadmap.

Adding your own suggestions and efficiencies to improve our documentation, processes, and knowledge base.Working on our incident response team to provide critical communication to our customers and internal staff during incidents.

Assisting and supporting leadership in improving the speed and efficiency of our customer operations strategy and experience.

Qualifications

You have the ability to explain complex features and functionality to technical and non-technical users with empathy and technical expertise

5+ years of experience providing support in a B2B SaaS company

Bachelors degree requiredExcellent interpersonal, communication, and writing skills

Extensive knowledge of Salesforce CRM

Working knowledge of marketing automation systems (ie Marketo, Pardot, Hubspot, Eloqua)

Working knowledge of Javascript and API errorsKnowledge of web technologies (website architecture, custom forms, UTM parameters, etc)

Knowledge of platform technology (Email services, LLM, etc.)

Passion for making customers successful with software solutions

You enjoy analyzing issues and digging into complex problems

You’re persistent in getting to the bottom of those complex problems.

At Qualified our technical support team never has the same question twice and involves researching technical nuances.