About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Qualified by Salesforce is looking to add a new member to our Senior Technical Support team as we scale our world class support.
Job Description
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. You'll be working on the cutting edge of the next generation of sales and marketing technology, wearing lots of hats, and helping us transform our customer experience.
Responsibilities
•Actively managing the support queue to answer and resolve product-related issues by working on cases in a timely manner and answering questions via a number of channels including live chat, email, and video calls.
•Supporting our Success Architect team through a deep and technical understanding of the product and joining them on calls as an additional technical resource for customers.
•Working cross-functionally with our engineering team to diagnose, debug, and report on operations-related problems for existing customers and leverage technical knowledge to investigate, diagnose, and triage bugs.
•Working collaboratively with our product team to understand, prioritize and implement customer feedback into actionable insights that help shape the product roadmap.
•Adding your own suggestions and efficiencies to improve our documentation, processes, and knowledge base.
•Working on our incident response team to provide critical communication to our customers and internal staff during incidents.
•Assisting and supporting leadership in improving the speed and efficiency of our 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 (ie Marketo, Pardot, Hubspot, Eloqua)
•Working knowledge of Javascript and API errors
•Knowledge of web technologies (website architecture, custom forms, UTM parameters, etc)
•Knowledge of platform technology (Email services, LLM, etc.)
•Passion for making customers successful with software solutions
•You enjoy analyzing issues and digging into complex problems
•You're persistent in getting to the bottom of those complex problems
•At Qualified our technical support team never has the same question twice and involves researching technical nuances
•The idea of wearing many hats and getting involved in lots of projects outside your day to day is exciting to you and you're up for the challenge
•You're interested in growing your career in Technical Support and helping us grow an amazing team
Compensation
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 - $149,000 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $118,900 - $178,300 annually.
The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.
