Technical Support Engineer – Education and Non Profit Cloud

Job Category

Customer Success

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We're looking for a Technical Support Engineer for the Nonprofit Cloud & Education Cloud Support team with a focus on:

• Nonprofit Cloud (NPC) and the Industries platform
• Education Cloud (EDC) and student success tooling
• Industries Common Components / Omni Studio underpinning both

This Support Engineer will be responsible for delivering high-quality customer support to our Premier and broader customer base, contributing to operational excellence, and partnering with Product, Engineering, Success, and Sales to support complex customer environments.

This role requires solid technical skills and a genuine interest in supporting enterprise-grade SaaS platforms in mission-driven, nonprofit, or education-sector environments.

This role also requires meeting operational metrics including Customer Satisfaction (CSAT), Time to Resolve, and Service Level Agreement (SLA) targets. You'll partner with senior engineers on the most complex cases, grow your product depth over time, and surface product feedback and supportability gaps that help improve the product.

• Degree or equivalent validated experience required. Experience will be evaluated based on the strengths you'll need for the role.
• 2+ 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, JSON, and SQL.
• Familiarity with system logging tools (Splunk, Sumo Logic) and system monitoring.

• Salesforce Certified Administrator
• Salesforce Certified Platform App Builder
• Salesforce Certified Platform Developer I
• Salesforce Certified Nonprofit Cloud Consultant
• Salesforce Certified Education Cloud Consultant
• Salesforce Certified Omni Studio Developer

Familiarity With Any Of The Following Is Valuable. We Don't Expect Mastery Of All Of Them On Day One And Will Help You Build Depth

• Awareness of the NPC data model:
  Person Accounts, Party Relationship Groups, Gift Transactions, Gift Commitments, Program Management Module (PMM) objects.
• Awareness of the Education Cloud data model:
  Educational Institution hierarchy, Learner Program, Course Connection, Program Enrollment, Student Success Hub.
• Familiarity with legacy packages in the field (NPSP, EDA) is a plus — many customers are still running them and support cases often involve their data models.
• Exposure to Industries platform tooling:
  Omni Studio (OmniScripts, Flex Cards, Integration Procedures, Data Raptors).
• Flow debugging skills (Record-Triggered, Screen, Scheduled) — where most NPC/EDC declarative automation lives.
• Sharing & permissions fundamentals: role hierarchy, sharing rules, field-level security — especially as they interact with Person Accounts.
• Comfort reading SOQL and Apex debug logs, and awareness of Governor Limits. Writing production Apex is not required.

• Prior experience at a nonprofit, higher education, or K–12 institution, or at an SI/ISV serving those verticals
• Familiarity with common NPC/EDC integrations: payment processors (Stripe, iATS, Elevate), SIS platforms (Banner, Workday Student, People Soft), fundraising tools (Classy,…