Product Support Engineer, Salesforce - Remote

Overview

Sprout Social is looking to hire a Product Support Engineer, Salesforce to the Customer Support team with experience supporting 3rd party solutions in Salesforce. Customer Support at Sprout is entering an exciting time as we look to expand and grow our technical knowledge and skills to support our customers. This role will serve as a Salesforce subject matter expert on Support and an even-keeled escalation specialist for our Tier 1 Support, Product, and Engineering teams to facilitate the overall resolution of customer issues.

In Short

• Act as a Salesforce Service and Marketing Cloud integration product expert
• Mentor and train Support peers on Salesforce technology
• Investigate, troubleshoot, and reproduce Sprout Social platform escalations from Tier 1 Support
• Discern when to submit escalations to Engineering for further investigation or Product for functionality confirmation

Requirements

• 2+ years of practical experience and comprehensive knowledge of Salesforce Service Cloud
• 2+ years experience providing technical support for software, with experience working in a Tier 2 capacity (SaaS experience a plus)
• Proven ability to be resourceful and creative in troubleshooting, investigation, and questioning techniques

Benefits

• Insurance and benefit options that are built for both individuals and families
• Progressive policies to support work/life balance, like our flexible paid time off and parental leave program
• High-quality and well-maintained equipment—your computer will never prevent you from doing your best
• Wellness initiatives to ensure both health and mental well-being of our team
• Ongoing education and development opportunities via our Grow@Sprout program and employee-led diversity, equity, and inclusion initiatives.
• Growing corporate social responsibility program that is driven by the involvement and passion of our team members
• Beautiful, convenient, and state-of-the-art offices in Chicago’s Loop and downtown Seattle, for those who prefer an office setting