Technical Support Specialist
About the Opportunity The organization is seeking a full-time Technical Support Specialist to provide first-line technical support for its cloud-based native Salesforce messaging applications. Operating in a remote work environment within the United States, this role focuses on resolving client issues, supporting software adoption, and working directly with Salesforce administration, configuration, and ecosystem tools.
Key Responsibilities
Deliver first-line technical support for native Salesforce SMS and WhatsApp communication applications across email, text, virtual meetings, phone, and chat. Troubleshoot complex technical issues, collaborate with senior support personnel to diagnose software bugs, and escalate unresolved cases to the Technical Support Manager. Utilize knowledge of Salesforce and messaging applications to evaluate client needs and craft appropriate technical solutions. Advocate for client priorities across internal departments. Maintain accurate client records in Salesforce Cases to monitor progress toward key performance indicators and facilitate cross-department communication. Create and update internal knowledge base resources, documentation, and external client support community content. Configure application settings and implement standard pre-packaged automations, coordinating handoffs to solutions engineering teams for complex automations such as advanced Flows. Support the product release lifecycle by testing package versions in demo environments, validating bug fixes, documenting functional changes, and tracking patch releases. Monitor Salesforce and application release updates to identify platform dependencies and communicate necessary software adjustments. Collaborate with remote team members by sharing technical knowledge, participating in team training, contributing to process improvements, and resolving operational roadblocks. Required Qualifications 2+ years of experience in a software technical support role. Demonstrated experience using Salesforce as a power user or administrator, including a baseline functional understanding of the platform. Proven ability to manage multiple priorities, organize tasks effectively, and communicate across multiple channels (including email, phone, video conferencing, and chat) in a remote environment. Strong written and verbal communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences. Strong analytical, troubleshooting, and problem-solving abilities. Demonstrated ability to prioritize and escalate client issues to appropriate internal teams, including product, engineering, and account management teams. Ability to adapt effectively to changing environments and client requirements.
Preferred Qualifications
Fluency in one or more foreign languages. Professional experience working with organizations in the nonprofit or international development sectors.
Compensation and Benefits
Annual base salary of $60,000 to $70,000, dependent upon experience. Productivity milestone bonus incentives. Fully covered medical, dental, and vision insurance. Fully covered life insurance, short-term disability, and long-term disability. 401(k) retirement plan with organization match. Flexible paid time off, paid sick leave, floating holidays, and recognized federal holidays. Remote work arrangement within the United States.