Salesforce Support Engineer - Industries & Revenue Cloud

Overview

Salesforce is hiring a Developer Support Engineer in its premier support organization, helping developers worldwide solve complex technical challenges across the Salesforce Platform, with a focus on Industries and Revenue Cloud.

What you'll do

• Deliver premier-level technical support with strong customer handling, critical escalation management, multi-tasking, and technical documentation skills
• Partner closely with cross-functional teams (AE, TAM, CSM) and build strong relationships with Product teams
• Create high-quality technical investigations and consistently meet monthly KPIs (CSAT, productivity)
• Respond to escalations from Tier 2 support within a 24/7/365 global, client-focused support environment, maintaining composure and professionalism under pressure
• Assist third-party developers in troubleshooting integrations with Salesforce APIs, Apex, Visualforce, and other developer products, taking ownership through to full resolution
• Write sample code and client libraries, and contribute to open-source projects
• Create knowledge base materials that improve operational efficiency and empower the developer community
• Resolve complex customer service issues while managing expectations for high satisfaction
• Develop and maintain technical expertise in assigned product areas, applying it to help customers succeed
• Assist with the design and delivery of product and technical training
• Review support cases for technical and troubleshooting accuracy, and define technical best practices
• Identify upsell opportunities and articulate Salesforce solutions in a way that is persuasive and accurate

What you'll need

• Bachelor's or Master's degree in Computer Science, Information Systems, or Information Technology
• 2–6 years of Salesforce engineering/programming experience
• Minimum 2 years hands-on experience with Industries or Revenue Cloud products (CME, CPQ, HINS, any CORE product, OmniStudio, SF CPQ, Pricing, or Billing)
• Any Industry or Revenue Cloud Certification
• Salesforce Certified Platform Administrator and Platform Developer
• Core developer skills, including LWC and Apex development experience
• Solid knowledge of JSON, XML, YAML
• AJAX web application development experience and knowledge of browser compatibility issues (required for some APIs)
• Solid understanding of internet technologies: firewalls, web servers, web proxy servers, etc.
• Understanding of database concepts, data management (RDBMS), and SQL
• Previous experience with Salesforce CRM and its technologies
• Broad knowledge of OWD, User Sharing, Visibility, and Licensing
• Understanding of user creation and authentication
• Good understanding of Experience Sites customization, considerations, and limitations
• Excellent written and verbal communication skills, with the ability to clearly explain technical concepts

Nice to have

• Experience with server-to-server web services (SOAP & REST)
• Salesforce Certified Industries CPQ Developer and CPQ Administrator

Details

• Location: Hyderabad, India
• Work schedule: 5 working days per week; shift can align with any region (APAC, EMEA, IST, or AMER)
• Willingness to work non-rotating AMER shifts (EST and PST) is mandatory
• Weekend work on a rotating basis, with a weekday off provided in exchange plus additional weekend payout (details shared separately)
• Work hours/shifts are subject to change based on business requirements
• Support environment is 24/7/365 global