Description
We are seeking a talented and customer-focused Technical Support Engineer fluent in Italian and English to join our growing Technical Support team in Dublin.
As a Technical Support Engineer, you will be a trusted technical resource for our Qualified Success team and a critical link between customers, Engineering, and Product, troubleshooting complex issues to deliver a seamless customer experience.
Responsibilities:
- Manage and prioritize customer support requests across live chat, email, and phone, owning cases from initial investigation through final resolution
- Investigate, diagnose, and resolve complex technical issues using your knowledge of Salesforce CRM, Salesforce CPQ, and Revenue Cloud Advanced
- Work with Engineering to identify root causes and escalate product bugs, and partner with Product to share customer feedback that shapes the roadmap
- Create and improve documentation and knowledge base articles, support incident response, and streamline support workflows as a trusted technical advisor
Requirements:
- Fluency in Italian and English, with excellent written and verbal communication skills in both languages
- 2 to 4 years of work experience, including strong knowledge of Salesforce CRM, Salesforce CPQ, and Revenue Cloud Advanced
- Strong analytical and problem-solving skills, with a persistent, detail-oriented approach to driving issues through to resolution
- A passion for exceptional customer support, and the ability to explain complex technical concepts clearly and work effectively across Support, Engineering, Product, and Customer Success teams
Nice to Have:
- Bachelor's degree (BA/BS) in Computer Science, Information Technology, Engineering, or a related technical field
- Salesforce Certified Administrator or Salesforce Certified Platform Developer I certification
- Experience supporting Salesforce-based applications, integrations, or SaaS platforms, including troubleshooting Salesforce CPQ and Revenue Cloud Advanced implementations
- Familiarity with technical support processes, incident management, and case management, and the ability to manage multiple priorities in a fast-paced environment
Benefits:
- Unleash Your Potential: When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best.