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About the Role
Salesforce is seeking a Technical Lead to join the Agentforce team, focusing on providing high-level technical support for enterprise clients using Salesforce products and services. This role involves leveraging expertise in web and server-side technologies to resolve complex issues, optimize customer systems, and contribute to team growth and operational efficiency.
Responsibilities
- Provide high-level technical support to large-scale customers.
- Manage customer expectations and escalations from internal stakeholders.
- Analyze customer inquiries, monitoring results, and identify optimization opportunities.
- Contribute to team growth and development.
- Improve team operational efficiency.
- Support multiple services including Agentforce, Data Cloud, Sales, Service, Platform, Industry Products, and Proactive Monitoring.
Requirements
- Desire to achieve high customer satisfaction.
- Over 10 years of technical support experience in Enterprise Software/Cloud Company.
- Appropriate and flexible communication skills with customers.
- Strong orientation and ability to conduct technical investigations, troubleshooting, and problem-solving organizationally.
- Ability and willingness to cooperate across departments and job titles.
- English reading and writing proficiency (conversational ability is a plus).
- Ability to maintain high motivation and perform duties proactively and independently.
- Deep knowledge in one or more of the following areas: Web technologies (HTML, CSS, JavaScript, front-end frameworks, APIs, etc.) or Server-side technologies (SQL, object-oriented languages like Java, application servers, databases, etc.).
- Hands-on experience in one or more of the following: Database and relational data structure management/problem-solving, large data processing and multi-tenant environment management/problem-solving, API programming and software development, software development lifecycle, Salesforce administration/development.
- Ability to mentor team members.
Skills
- Web Technologies
- Server-side Technologies
- SQL
- Java
- HTML
- CSS
- JavaScript
- API
- Application Servers
- Databases
- Database Management
- Relational Data Structures
- Large Data Processing
- Multi-tenant Environments
- Programming
- Software Development
- Software Development Lifecycle
- Salesforce Administration
- Salesforce Development
- Technical Support
- Troubleshooting
- Problem-Solving
- Communication
- Mentoring
Location
- Remote
Work Type
- Shift work within weekday 8:00-21:00 (9 hours work, 1 hour break, flexible hours outside shifts)
- Holiday shift work (on-call at night)
- Potential change to a few days/week in a nearby office in the future
Experience Level
- 10+ years of Enterprise Software/Cloud Company technical support experience
- Technical Lead
Education Level
- Salesforce Certified Platform Administrator
- Salesforce Certified Administrator Advanced
- Salesforce Certified Platform Application Builder
- Salesforce Certified Platform Developer
- Salesforce Certified Platform Developer Advanced
- Salesforce Certified Agentforce Specialist
- Salesforce Certified JavaScript Developer
Benefits
- Benefits and resources to support balance and well-being.
About the Company
- Salesforce is the #1 AI CRM, where humans and agents drive customer success together.
- Salesforce is leading workforce transformation in the agentic era.
- Agentforce is the future of AI.
Equal Opportunity
- Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.
- Equality for all.
- Creating an inclusive workplace, free from discrimination.
- Workplace discrimination is illegal.
- Employees and potential employees will be assessed on 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 in all aspects of employment, including recruiting, hiring, job assignment, compensation, promotion, benefits, training, performance assessment, discipline, and termination.
- Recruiting, hiring, and promotion decisions are fair and based on merit.
- Compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education are based on merit.