Business Analyst-FY27

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Job Category

Finance

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword - it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

As a Technical Support Engineer, you will serve as the frontline expert for diagnosing, troubleshooting, repairing, and debugging complex software issues. You'll play a vital bridge role between customers and internal teams - surfacing design concerns, reliability issues, and software bugs to R&D and Software Engineering. Where needed, you'll also support customer installation processes and deliver hands-on training to ensure users get the most out of our products.

This is a highly technical, customer-facing role best suited to those who are comfortable working with sophisticated software and can communicate complex issues clearly to both technical and non-technical audiences.

Key Responsibilities

Diagnose, troubleshoot, repair, and debug complex software issues escalated by customers or internal teams

Identify, document, and report software defects, design flaws, and reliability issues to R&D and Software Engineering teams

Collaborate cross-functionally with engineering, product management, and QA teams to drive issue resolution

Assist with customer software installation, configuration, and onboarding where required

Deliver product training and guidance to customers and end-users as needed

Maintain detailed and accurate records of support cases, diagnostic findings, and resolutions

Contribute to internal knowledge bases, troubleshooting runbooks, and FAQ documentation

Meet or exceed defined SLA targets for response and resolution times

Required Qualifications

Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field (or equivalent practical experience)

2+ years of experience in a technical support, software engineering, or QA role

Strong analytical and problem-solving skills with a structured approach to troubleshooting

Proficiency in reading system logs, error traces, and using debugging tools

Experience supporting software installation, configuration, and debugging in complex environments

Excellent written and verbal communication skills with the ability to explain technical concepts clearly

Ability to manage multiple open cases simultaneously in a fast-paced environment

Preferred Qualifications

Experience with enterprise software, SaaS platforms, or cloud-based solutions

Familiarity with scripting or programming languages (e.g., Python, Java, Bash)

Experience using ticketing and CRM systems (e.g., Salesforce Service Cloud, Jira, Zendesk)

Understanding of networking protocols, REST APIs, and system integrations

Prior experience in customer-facing technical support or professional services roles

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate your impact so you can do your best . Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what’s possible - for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form .

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