Job Description:
We are seeking a highly motivated and customer-focused Senior Technical Support Engineer to provide advanced technical support on Model N Salesforce-based Global Products for our SaaS and RMS (Revenue Management Services) customers. The ideal candidate will possess strong Salesforce platform knowledge, excellent troubleshooting skills, and the ability to communicate effectively with global customers and cross-functional teams. This role requires a proactive individual who can quickly learn new things, investigate complex issues, and drive resolutions that ensure customer success.
Job Responsibilities
- Provide advanced technical support to Salesforce-based applications and related integration; diagnose and resolve complex business, configuration, data, and platform issues.
- Serve as primary technical point of contact for assigned customers. Build trusted relationships; understand customer organizational structure and business priorities.
- Mentor junior support engineers through feedback, code review, and knowledge-transfer sessions.
- Conduct root cause analyses on complex issues. Review team members' RCAs; validate investigation depth and remediation approaches.
- Organize and lead customer calls, assist with QBRs, and escalation management.
- Investigate drivers for customer dissatisfaction; implement improvements. Meet response and resolution time targets.
- Create and maintain technical documentation: troubleshooting guides, RCA articles, implementation best practices, knowledge base content.
- Drive process improvement initiatives. Identify gaps, propose solutions, and drive adoption.
- Collaborate with Product Development, CloudOps, Professional Services, and Customer Success to resolve complex issues.
- Lead product upgrades, testing, release validation, and post-deployment support.
- Assist customers with configuration, user management, permissions, workflows, and platform best practices
- Job Qualifications: Technical Skills
- 6+ years supporting enterprise-level applications for large corporate customers; 3+ years in advanced technical support.
Strong understanding of the Salesforce platform, including:
Salesforce architecture and infrastructure
Security and sharing model
User and permission management
Objects, fields, page layouts, validation rules, workflows, and flows
Reports and dashboards
- Salesforce Administrator knowledge and hands-on experience with Salesforce configuration and support activities.
- Strong enterprise application architecture, infrastructure, and security knowledge.
- Experience with SQL or equivalent data query languages for troubleshooting and analysis.
- Knowledge of API integrations, data management, and Salesforce troubleshooting methodologies.
- Bachelor's degree in Computer Science, IT, or related field.
Customer Support & Communication
- Experience supporting global customers (North America, Europe) in fast-paced environments.
- Excellent verbal and written communication; explain complex concepts to technical and non-technical audiences.
- Proven ability to manage customer expectations during critical incidents and escalations.
- Demonstrated ownership and accountability for issue resolution.
Professional Skills
- Strong analytical and problem-solving abilities.
- Prioritize multiple complex tasks and competing customer commitments.
- Adapt quickly to new products, technologies, and business processes.
- Collaborate effectively across global teams.
- Leadership ability to mentor others and lead cross-functional initiatives.
Preferred Qualifications
- Salesforce Administration certification.
- SaaS application support experience in enterprise global environments.
- API integrations and middleware platform exposure.
- Ticket and knowledge management system experience.
- Process improvement and operational efficiency leadership.
Success Factors
- Owns issues end-to-end; drives resolution with business context awareness.
- Customer-first mindset; builds lasting relationships.
- Continuously expands technical and pharma/life sciences business knowledge.
- Collaborates effectively across global teams; mentors colleagues.
- Proactively improves processes and drives operational excellence.
- Communicates professionally in technical and business contexts.
