Job highlights

- Achieve Exceptional Satisfaction: Proactively exceed customer expectations and enhance the overall support experience,resulting in consistently high customer satisfaction scores.

Cultivate Technical Expertise: Continuously develop and maintain deep technical expertise within assigned areas of product functionality to effectively guide and assist customers. .

As a Support Engineer, you will be the primary technical expert for customers experiencing complex challenges. This demands superior analytical, troubleshooting, and diagnostic skills to resolve mission-critical issues and ensure service reliability worldwide.

- Own the Solution: Manage and resolve complex technical issues across the cutting-edge Salesforce CRM ecosystem with a focus on Marketing Cloud.

- Deliver Excellence: Provide outstanding customer experiences through clear, professional communication in a quick-paced, client-focused environment.

- Unlimited Learning: Access unparalleled opportunities for career advancement and deep technical mastery of the Salesforce Platform with a focus on Marketing Cloud.

Join a team where having fun is valued and giving back is fundamental. Participate in our generous Volunteer Time Off (VTO) and contribute to our commitment to philanthropy through the 1-1-1 model .

Responsibilities:

- Pioneer the Agentic Era of CRM: Serve as a technical frontrunner and expert, staying ahead of emerging AI and automation capabilities to proactively support the future of our Marketing Cloud platform.

- Manage the Complete Customer Journey: Own the end-to-end technical support experience for enterprise clients, ensuring seamless and successful resolution.

- Drive Critical Issue Resolution:



Oversee and coordinate the rapid resolution of critical technical and business-impacting issues, ensuring prompt and complete problem-solving.

- Investigate and Prioritize Complex Cases: Effectively research, document, and prioritize customer-reported issues, expertly utilizing internal tools and engaging escalation teams while managing time efficiently in a dynamic environment.

- Advocate for Product Refinement: Collaborate closely with Product Engineering teams to identify product gaps, champion the Voice of the Customer,and drive product refinements that elevate the overall customer experience.

- Achieve Exceptional Satisfaction: Proactively exceed customer expectations and enhance the overall support experience, resulting in consistently high customer satisfaction scores.

- Cultivate Technical Expertise: Continuously develop and maintain deep technical expertise within assigned areas of product functionality to effectively guide and assist customers.

- Provide Platform Guidance: Offer expert feature explanations and provide guidance on Marketing Cloud best practices and standard methodologies.

- Contribute to Team Knowledge: Act as a subject matter expert and provide peer mentorship and support through the teams Swarming framework.

- Enable the Support Ecosystem:



Create and maintain high-quality knowledge base materials focused on increasing operational efficiency and empowering the broader support community.

Minimum Qualifications:

- 2+ years work experience in Technical Support/Consultant equivalent technical position.

- Excellent written and verbal communication skills.

- Experience with Database concepts and SQL.

- Understanding of internet technologies: firewalls, web servers, etc.

- Experience in Software Product Engineering, Software Programming (e.g., Apex, JavaScript, Java, C, C++), Sales Cloud, Service Cloud, Marketing Cloud or any of the Salesforce Platform product offerings.

- Proficient in HTML, CSS, and JavaScript with a background in web development best practices.

- Experience working with and solving problems in a variety of internet browsers, i.e. Chrome, Safari, etc.

- Demonstrated skill in Customer Support or Customer Service in a customer-facing role.

- Ability to effectively prioritize and advance customer issues, as required.

- Ability to multi-task and perform effectively under pressure.

Desired Qualifications:

- The ability to debug customer issues remotely leveraging troubleshooting tools such as Chrome DevTools and Curl.

- Understanding of APIs, DNS, and Debug/HAR files, how to capture and read them.

- Salesforce Certifications: Certified Sales Cloud Consultant, Certified Service Cloud Consultant, Certified Marketing Cloud Consultant, Certified Platform Administrator, Certified Marketing Cloud Email Specialist, Certified Marketing Cloud Administrator, Certified Marketing Cloud Developer.

- Trailhead Ranger

📌 Technical Support Engineer - SFMC (Hyderabad)
🏢 salesforce
📍 Hyderabad