Technical Support Engineer
Pubblicato il 18-09-2026 - Salesforce in Napoli
- As a Technical Support Engineer, you will work directly with customers to resolve critical issues, guide adoption of Salesforce technology, and help organizations achieve measurable business value through the platform
- You will serve as a trusted technical partner to customers by providing expert troubleshooting, guidance, and best practices throughout their use of the Salesforce platform
- This role blends deep technical problem-solving, proactive support, and customer-focused guidance to help customers resolve issues efficiently and maximize the value of their Salesforce solutions
- The Global Support environment is highly customer-focused and fast-paced, operating globally to provide 24/7 technical support across the Salesforce platform
- Lead the end-to-end customer technical experience by managing support cases from initial diagnosis through resolution
- Diagnose and resolve complex technical issues related to Salesforce platform products, including Service Cloud
- Coordinate resolution of critical and high-priority cases by collaborating with cross-functional teams and escalating issues to Product Engineering when necessary
- Provide onboarding support and technical discovery sessions to help new customers successfully implement Salesforce solutions
- Guide customers on best practices, product configuration, and architecture to accelerate product adoption and maximize platform value
- Investigate customer-reported issues, analyze system behavior, and identify root causes using internal tools and troubleshooting methods
- Manage multiple customer issues simultaneously while prioritizing work in a fast-paced technical support environment
- Develop and maintain deep technical expertise in Salesforce platform functionality and related technologies
- Collaborate with Product Engineering and internal teams to investigate defects, report product issues, and improve platform functionality
- Create and maintain technical documentation and knowledge base articles to