Technical Support Engineer

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success 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. We're Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you've come to the right place. Role Description Cimulate is the leader in Agentic Search for ecommerce, both as a standalone platform and as a key part of Salesforce Commerce Cloud. Commerce Cloud enables global brands to deliver personalized, scalable ecommerce experiences across digital storefronts, mobile applications, and online channels. We are looking for a highly motivated Support Engineer to join our growing Commerce Cloud and Cimulate support organization. This role sits at the intersection of customer success, platform operations, ecommerce search, and technical troubleshooting. You will partner closely with Engineering, Customer Success Managers, and Product teams to help customers successfully operate and optimize their ecommerce search experiences. This is an excellent opportunity for someone who enjoys solving complex technical problems, debugging distributed systems, working directly with enterprise customers, and building expertise in modern AI-powered ecommerce infrastructure. The ideal candidate combines strong customer communication skills with a data-driven investigative mindset — comfortable digging into logs, queries, and configuration to trace a customer-reported symptom to its root cause across APIs, ecommerce systems, search relevance, and data pipelines. Your Impact Serve as a primary technical contact for customers experiencing issues with Cimulate and Salesforce Commerce Cloud integrations Investigate and resolve customer-reported issues across ecommerce search, inference behavior, data pipelines, indexing, APIs, and platform configuration Partner closely with Engineering teams on escalation triage, root-cause analysis, and customer-specific debugging Analyze platform behavior using logs, SQL queries, YAML configuration, dashboards, and debugging tools Support Kubernetes- and GitOps-based operational workflows, including configuration validation and deployment troubleshooting Communicate clearly and effectively with Customer Success Managers, technical stakeholders, and enterprise customers throughout the support lifecycle Document investigations as clear, structured root-cause writeups — verdict first, root cause before the supporting data — and identify recurring issues that feed operational improvements, tooling, and the knowledge base Develop expertise in ecommerce search concepts including relevance, ranking, merchandising, catalog structure, and customer experience optimization Collaborate within a global, fast-paced support environment focused on customer satisfaction and operational excellence Contribute to continuous improvement initiatives across support processes, incident management, and escalation