Associate Technical Support Engineer

Associate Technical Support Engineer — Global Voice Support Team, Cloud Success
Location: Hyderabad (Office-based)
About the Role
Salesforce is looking for an Associate Technical Support Engineer to join our Global Voice Support team within Cloud Success. You'll be the frontline for troubleshooting, feature guidance, and best-practice advice for Salesforce customers around the world. Our environment is fast-paced, client-obsessed, and runs 24/7/365 — so we need someone who stays composed under pressure, brings professionalism to every interaction, and is genuinely energized by helping customers succeed.
We're already building an AI-forward support organization. You'll be expected to bring an automation mindset to the role — using AI tools to resolve issues faster, reduce repetitive manual work, and surface insights that help the whole team work smarter, not just harder.
Responsibilities
Deliver exceptional frontline technical support via phone, email or chat to Salesforce clients globally
Advise on best practices across user management, data management, reporting, and dashboards
Identify when a case needs escalation to Professional Services or the Account Executive team
Track and maintain all client communications and case documentation in Salesforce
Follow established support processes while proactively suggesting improvements — especially where AI or automation could reduce resolution time or repetitive effort
Work flexibly across any shift in our 24/7 support model — shift assignments may change based on business needs, and willingness to rotate is essential
Preferred Qualifications & Skills
Bachelor's degree in Computer Science, Information Technology or a related technical field
Upto 12 months of experience in Voice support or IT/Product Support operations or a customer handling role
Genuine passion for customer experience and customer first mindset
Fluent communication in English, both written and verbal
Action-oriented, with strong organizational, analytical, and problem-solving skills
Curiosity about AI-driven tools and workflows, with an interest in using automation to work smarter and continuously improve support delivery
Highly adaptable and a fast learner, comfortable with ambiguity and frequent change
Technical aptitude for learning Salesforce Cloud applications and solutions
Dependable, self-motivated, and able to work independently
Desired (not mandatory)
Salesforce ADM 201 and/or ADM 211 certification
Experience supporting international clients
Multilingual proficiency (German, French, Italian, Spanish, Portuguese, or Dutch)
Who You Are
Passion: You're driven by customer success, not just ticket closure
Beginner's Mind: Always learning, always listening — you approach every interaction with curiosity and a hands-on attitude
Urgency: You move fast and drive real business value and results
Ohana: A team player people genuinely enjoy working with, with a generous heart
Trust: You believe in and live our core values
Adaptable: You thrive amid uncertainty and change — including shifting schedules in a 24/7 environment

Employment type
Full time