# Senior Technical Support Specialist

**Company**: Salesforce
**Location**: San Francisco, California
**Experience**: senior
**Job type**: full-time
**Salary**: $99,400 - $153,000 annually
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/California---San-Francisco/Senior-Technical-Support-Engineer_JR362334-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_ab4b4f20-8a2

## 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.

Responsibilities:

- Actively manage the support queue to answer and resolve product-related issues by working on cases in a timely manner and answering questions via multiple channels.

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

- Work cross-functionally with the engineering team to diagnose, debug, and report on operations-related problems for existing customers.

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

- Add suggestions and efficiencies to improve documentation, processes, and knowledge base.

- Participate in incident response to provide critical communication to customers and internal staff during incidents.

- Assist leadership in improving the speed and efficiency of the customer operations strategy and experience.

Qualifications:

- 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.

- Bachelor's degree required.

- Excellent interpersonal, communication, and writing skills.

- Extensive knowledge of Salesforce CRM.

- Working knowledge of marketing automation systems.

- Working knowledge of JavaScript and API errors.

- Knowledge of web technologies.

- Passion for making customers successful with software solutions.

- Enjoy analyzing issues and digging into complex problems.

- Persistent in getting to the bottom of complex problems.

The typical base salary range for this position is $99,400 - $153,000 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $118,900 - $163,500 annually.

## Skills

### Required
- Salesforce CRM
- marketing automation systems
- JavaScript
- API errors
- web technologies

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Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/California---San-Francisco/Senior-Technical-Support-Engineer_JR362334-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)