Senior Tech Support Engineer - Nonprofit & Education Cloud
Listed on 2026-05-31
-
IT/Tech
Technical Support, IT Support, Cloud Computing
To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.
Job Category
Customer Success
Job Details
About SalesforceSalesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.
We are looking for daring teammates to join our innovative customer support team. These positions are for individuals who are highly motivated, self-directed, and have a desire to work on the #1 cloud-based platform. You must possess excellent analytical and communication skills and have the passion to deliver outstanding support.
The role is a part of the Global Support organization that has responsibilities for assigned cases, maintaining a single-minded focus to ensure customers are especially satisfied with Salesforce’s suite of products by becoming a Salesforce Industries cloud application and platform authority.
The ideal candidates are excellent teammates who enjoy working hard, exhibit professionalism, are dedicated to going above and beyond, have excellent problem-solving skills, can learn new technologies quickly, and use their time efficiently.
The Senior technical Support Engineer is a customer-focused authority responsible for Salesforce's Critically Important Support, handling and executing cases of all severities, and implementing and identifying ways to prevent customer issues through proactive support and monitoring. The Signature Success team provides the highest level of support and expertise to some of our largest and most strategic Nonprofit and Education accounts in Salesforce Industries Cloud.
This responsibility includes developing a strong partnership across Worldwide Support, R&D, and our Support Operations team. As a member of the Signature Success team, the Engineer is experienced with technical concepts and is highly customer-centric.
The ideal candidate will have a programming background, technical prowess, and exceptional customer-facing skills. We work in a fast-paced environment with a focus on customer success.
We're looking for a Senior 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 world-class customer support to our Signature and Premier customers, driving operational excellence, and partnering closely with Product, Engineering, Success, and Sales to support complex, mission-critical customer environments.
This role requires strong, deep technical skills and experience 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. It also requires serving as a technical lead for junior engineers and helping support leadership influence the product roadmap, product quality, and supportability.
Minimum Qualifications & Skills- Degree or equivalent validated experience required. Experience will be evaluated based on the strengths you'll need for the role.
- Over 4+ 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,…
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).