About the Company
Salesforce is the global leader in Customer Relationship Management (CRM), bringing companies and customers together in an all-new way. We are the fastest growing of the top 10 enterprise software companies, the World’s Most Innovative Company according to Forbes, and one of Fortune’s 100 Best Companies to Work For. Our employee success is our top priority. We believe in building a diverse and inclusive workforce, empowering individuals to do their best work.
Job Description
We are seeking an exceptional and highly experienced Technical Support Lead to join our dynamic team in Atlanta, GA. This Advanced Level role is crucial for ensuring the highest quality of technical assistance and operational efficiency within our support organization. The Technical Support Lead will not only resolve complex technical issues but also mentor a team of support engineers, drive process improvements, and contribute to our knowledge base. This is a hybrid position, requiring a balance of on-site collaboration and remote work.
Key Responsibilities
- Provide expert-level technical support for Salesforce products, resolving complex and critical customer issues promptly and effectively.
- Lead and mentor a team of technical support engineers, fostering a culture of continuous learning and high performance.
- Develop and implement support strategies and best practices to enhance customer satisfaction and team productivity.
- Collaborate closely with engineering, product management, and sales teams to identify, reproduce, and resolve product issues and drive improvements.
- Create and maintain comprehensive documentation, knowledge base articles, and training materials.
- Manage escalated cases, ensuring timely communication and resolution with key stakeholders.
- Analyze support metrics and trends to identify areas for improvement and implement proactive solutions.
- Participate in on-call rotations and provide support during critical incidents as needed.
Required Skills
- Minimum of 5 years of experience in a senior technical support role, preferably within a SaaS environment.
- Proven expertise in Salesforce products and platform (Sales Cloud, Service Cloud, Experience Cloud, Apex, Visualforce).
- Strong understanding of web technologies (HTML, CSS, JavaScript) and API integrations (REST/SOAP).
- Exceptional problem-solving, analytical, and troubleshooting skills.
- Excellent verbal and written communication abilities, with a knack for simplifying complex technical information.
- Demonstrated leadership and mentoring capabilities, with experience guiding junior team members.
- Ability to work independently and collaboratively in a fast-paced, high-pressure environment.
Preferred Qualifications
- Salesforce Administrator, Advanced Administrator, or Platform Developer I certification.
- Experience with scripting languages (e.g., Python) or database technologies (SQL).
- Familiarity with ITIL principles and service management best practices.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
Perks & Benefits
- Competitive annual salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans.
- Generous paid time off, including holidays and sick leave.
- 401(k) retirement plan with company match.
- Opportunities for professional development and continuous learning.
- Employee stock purchase program.
- Wellness programs and employee assistance initiatives.
- Hybrid work model offering flexibility.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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