Business Analyst-FY27

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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.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.