Technical Support Engineer Job in Hyderabad at Salesforce

Salesforce is hiring for the role of Technical Support Engineer!

Responsibilities of the Candidate:

• Pioneer the Agentic Era of CRM: Serve as a technical frontrunner and expert, staying ahead of emerging AI and automation capabilities to proactively support the future of our #1 AI CRM platform.
• Manage the Complete Customer Journey: Own the end-to-end technical support experience for enterprise clients, ensuring seamless and successful resolution.
• Drive Critical Issue Resolution: Oversee and coordinate the rapid resolution of critical technical and business-impacting issues, ensuring prompt and complete problem-solving.
• Investigate and Prioritize Complex Cases: Effectively research, document, and prioritize customer-reported issues, expertly utilizing internal tools and engaging escalation teams while managing time efficiently in a dynamic environment.
• Advocate for Product Refinement: Collaborate closely with Product Engineering teams to identify product gaps, champion the "Voice of the Customer," and drive product refinements that elevate the overall customer experience.
• Achieve Exceptional Satisfaction: Proactively exceed customer expectations and enhance the overall support experience, resulting in consistently high customer satisfaction scores.
• Cultivate Technical Expertise: Continuously develop and maintain deep technical expertise within assigned areas of product functionality to effectively guide and assist customers.
• Provide Platform Guidance: Offer expert feature explanations and provide guidance on Sales/Service Cloud best practices and standard methodologies.
• Contribute to Team Knowledge: Act as a subject matter expert and provide peer mentorship and support through the team's Swarming framework.
• Enable the Support Ecosystem: Create and maintain high-quality knowledge base materials focused on increasing operational efficiency and empowering the broader support community.

Requirements:

• Bachelor's degree in Computer Science or equivalent experience.
• Excellent written and verbal communication skills.
• Experience in Software Product Engineering, Software Programming (e.g., Apex, Python, JavaScript), Big Data, Snowflake, Redshift, or working with Salesforce Data Cloud, Agentforce, Sales Cloud, Service Cloud or any of the Salesforce Platform product offerings.
• Demonstrate familiarity with core Generative AI concepts, including Large Language Models (LLMs), Retrieval-Augmented Generation (RAG), and prompt engineering/tuning, to effectively support our AI-driven features.
• Expert-level experience with Database concepts, Data modeling (relational and non-relational), and advanced SQL/SOQL query writing and performance tuning.
• Proven experience debugging and developing on the Salesforce Platform (Apex, LWC, or advanced Flows).
• Demonstrated skill in troubleshooting complex, high-priority technical issues in a customer-facing role.
• Ability to effectively prioritize and advance customer issues, as required.
• Ability to multi-task and perform effectively under pressure.
• Certifications in Salesforce Data Cloud Consultant, Agentforce Specialist, Salesforce Platform Developer I/II, Sales Cloud, or Service Cloud.
• Proven comprehension of one or more Salesforce products and their cross-cloud integrations.
• Deep technical understanding of Large Language Models (LLMs) and expertise in Retrieval-Augmented Generation (RAG) architecture, focusing on data grounding and knowledge retrieval pipelines. Advanced skills in prompt engineering and tuning, including parameter optimization, to maximize the precision and efficiency of AI-driven diagnostics.
• Experience with DevOps practices (CI/CD, Git, deployment tools) in a Salesforce environment.