Senior Technical Support Engineer- Industries- Government Cloud

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Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

We are looking for daring teammates to join our innovative customer support team. These positions are for individuals who are highly motivated, self-directed, and have a desire to work on the #1 cloud-based platform. You must possess excellent analytical and communication skills and have the passion to deliver outstanding support.
The role is a part of the Global Support organization that has responsibilities for assigned cases, maintaining a single-minded focus to ensure customers are especially satisfied with Salesforce’s suite of products by becoming a Salesforce Industries cloud application and platform authority.
We’re looking for a Senior Technical Support Engineer for the Government and Public Sector Support Cloud team with a focus on:

• Industry Public Sector Solutions (PSS) & Gov Cloud (US-only)
• Industries OmniStudio / Industry Platform
• Revenue Cloud (CPQ, Billing)

This Support Engineer will be responsible for delivering world-class customer support to our Signature customers, driving operational excellence, and partnering closely with Product, Engineering, Success, and Sales to support complex, mission-critical customer environments.
This role requires strong, deep technical skills and experience supporting enterprise-grade SaaS platforms in regulated or industry-specific environments.
This role also requires meeting operational metrics including Customer Satisfaction (CSAT), Time to Resolve, and Service Level Agreement (SLA) targets. It also requires serving as a technical lead for junior engineers and helping support leadership influence the product roadmap, product quality, and supportability.

Minimum Qualifications & Skills

• Degree or equivalent validated experience required. Experience will be evaluated based on the strengths you'll need for the role.
• Over 4+ years of prior experience in a Technical Support/Services-related role.
• Experience with Salesforce and/or CRM applications and other cloud-based technologies.
• Comfortable interacting with all levels of customer and Salesforce management.
• Ability to multitask and perform effectively under pressure.
• Understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
• Experience with database concepts and data management (RDBMS), JSON, and SQL.
• Familiarity or experience with system logging tools (Splunk, Sumo Logic) as well as system monitoring.
• This candidate must be a U.S. citizen (U.S. born or naturalized) who does not hold dual citizenship and agrees to complete a U.S. federal government background clearance process.

Salesforce Certifications

• Salesforce Certified Administrator
• Salesforce Certified OmniStudio Developer
• Platform App Builder 1
• Platform Developer 1

Gov Cloud Compliance & Risk Management

• Keep support workflows aligned with Gov Cloud controls, FedRAMP, and internal security policies.
• Partner with InfoSec, Legal, and internal governance stakeholders as needed for audits, access, and data handling.

Preferred Qualifications

• Salesforce Industry CPQ Certification
• Revenue Cloud CPQ and Advanced Certification
• Experience in Energy, Health, Insurance, Financial Services, Telecommunications, Retail, and Consumer Goods industries
• Experience with FedRAMP-authorized environments, public sector customers, or other regulated industries

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. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $99,400 - $150,300 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.