Summary by IrelandJobHub
The Senior Technical Support Engineer role at Salesforce is based in Dublin and operates remotely. The position involves managing support queues, resolving product issues via chat, email, and video, and collaborating with Success Architects and engineering teams. Candidates require a bachelor’s degree, over five years of B2B SaaS support experience, and extensive knowledge of Salesforce CRM, marketing automation, and web technologies. The role focuses on diagnosing bugs, improving documentation, and enhancing customer success through technical expertise and cross-functional collaboration.
Role Overview
This position serves as the first Dublin-based Senior Technical Support Engineer for Salesforce’s Qualified Success Architect team. The role acts as a bridge between customer support and engineering, handling support requests and resolving product-related issues. The engineer works on next-generation sales and marketing technology, aiming to transform the customer experience through technical expertise and problem-solving.
Key Responsibilities
The engineer actively manages the support queue, addressing cases via live chat, email, and video calls. They provide technical resources for the Success Architect team during customer calls and collaborate with engineering to diagnose, debug, and report operational problems. Additionally, the role involves working with product teams to prioritize customer feedback, improving documentation and processes, and participating in incident response to communicate critical updates to customers and staff.
Required Qualifications
Candidates must possess a bachelor’s degree and at least five years of experience in B2B SaaS support. Extensive knowledge of Salesforce CRM is essential, along with working familiarity with marketing automation systems such as Marketo, Pardot, Hubspot, or Eloqua. Proficiency in Javascript, API errors, and web technologies including website architecture and UTM parameters is required. The ideal candidate demonstrates strong interpersonal skills, the ability to explain complex features with empathy, and a passion for analyzing intricate technical problems.
Work Environment
The role is based in Dublin but allows for remote home-based work. The position is full-time and involves working within an agile team that values innovation and customer success. The engineer is expected to wear multiple hats, engage in various projects beyond daily tasks, and contribute to the growth of the technical support team. The environment encourages continuous learning and the application of AI tools to enhance impact.