Salesforce Support Engineer - Industries & Revenue Cloud
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As a Salesforce Support Engineer specializing in Industries and Revenue Cloud, you will provide premier-level technical support by responding to escalated customer requests in a fast-paced, global 24/7 environment. This role offers the opportunity to expand your expertise across the Salesforce Platform while working with developers from various companies to help them solve complex business challenges.
You will be responsible for troubleshooting customer issues related to Industries Cloud and Revenue Cloud products including CME, CPQ, HINS, OmniStudio, Salesforce CPQ, Pricing, and Billing. This involves debugging, investigating, and resolving technical problems, as well as assisting third-party developers with their integrations using Salesforce APIs, Apex, Visualforce, and LWC. You will create quality investigations and provide appropriate workarounds for supported applications.
The role requires close coordination with cross-functional teams including Account Executives, Technical Account Managers, and Customer Success Managers. You will handle critical escalation management, maintain strong relationships with the product team, and meet monthly performance goals on KPIs such as CSAT and productivity. Professionalism, composure under pressure, and the ability to multi-task while documenting technical information are essential.
Candidates must have hands-on Salesforce engineering experience with strong knowledge of Industries or Revenue Cloud products, along with relevant Salesforce certifications. Solid understanding of web services (SOAP & REST), database concepts, SQL, and internet technologies is required.