Support Engineer (Salesforce ISV) – Remote in Germany

At PDF Butler, we are transforming how businesses generate, manage, and automate documents. Trusted by industry leaders such as BMW, GE Healthcare, and Colliers International, PDF Butler provides innovative solutions that streamline document processes and enhance business efficiency.

Our company was founded by a visionary Salesforce architect driven to tackle the complexities of document generation. Today, we have a global team of dedicated professionals who share a commitment to revolutionizing document workflows for businesses around the world.

At PDF Butler, we prioritize reliability, innovation, customer-centricity, and sustainability—values that drive our company culture and guide our mission to empower organizations with seamless, high-quality document generation solutions.

Responsibilities

A Support Engineer for a Salesforce Independent Software Vendor (ISV) is responsible for providing technical assistance, troubleshooting, and ensuring optimal performance of Salesforce-based applications. This role involves deep knowledge of Salesforce configuration combined with strong problem-solving skills.

• Technical Support

Serve as the primary contact for resolving technical issues related to Salesforce ISV applications.
Diagnose and troubleshoot problems with Salesforce configurations, integrations, and customizations.

• Incident Management

Manage and prioritize incoming support requests via ticketing systems, email, call, or chat.
Identify, reproduce, and resolve bugs or escalate complex issues to the development team.
Collaborate with internal teams when necessary for resolution.
Assist customers in optimizing their use of the ISV application to align with their business needs.

• Documentation and Knowledge Sharing

Help maintain detailed knowledge base articles, FAQs, and troubleshooting guides.
Provide feedback on product documentation to ensure clarity and user-friendliness.
Share knowledge with internal teams through training and collaborative sessions.

Requirements

Salesforce Expertise

• Strong understanding of Salesforce architecture, including standard and custom objects, flows, and triggers.
• Hands-on experience with Apex, Visualforce, and Lightning Web Components is a plus.
• Hands-on experience with Document Generation or Digital Signatures is a plus

Technical Skills

• Proficiency in debugging Salesforce errors and identifying root causes.
• Basic knowledge of database concepts and SOQL/SOSL queries.

Soft Skills

• Strong customer service orientation with excellent communication skills.
• Ability to translate technical concepts into user-friendly explanations.
• Analytical mindset with a proactive approach to problem-solving.
• Team-oriented, with the ability to work effectively with cross-functional teams.
• Fluent in German (both written and spoken) to effectively support German-speaking clients.
• Proficiency in office productivity tools, including MS Word, Excel, and PowerPoint

Education and Certifications

• Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent experience).
• Salesforce certifications such as Salesforce Administrator, Platform Developer I, or App Builder are highly desirable.

Experience

• 2+ years in a technical support or Salesforce-related role.
• Prior experience supporting a Salesforce ISV product is a strong advantage.

Work Environment

Work closely with customers, development teams, and Salesforce representatives.
Opportunity to engage with cutting-edge Salesforce technologies and solutions.
Typically remote, with potential on-site visits for key clients or events.

Career Growth

This role provides a solid foundation for advancing into:

Salesforce Developer
Salesforce Architect
ISV Product Manager
Customer Success Manager
Technical Account Manager

This position is ideal for individuals passionate about Salesforce technology, customer satisfaction, and continuous learning in a fast-paced environment.

Why Work at PDF Butler? 

Be part of an innovative, global team that is reshaping document automation for leading companies worldwide.
Work on cutting-edge technologies while collaborating with a passionate, diverse team.
A company culture that values excellence, innovation, and customer-centricity.
The opportunity to grow your career in a supportive environment where your contributions matter.
Join a team that is committed to sustainability and building a better future for both businesses and the environment.
If you’re excited to contribute to a forward-thinking company with a global reach, apply now to join PDF Butler and make an impact!