Specialist Solution Engineer
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About this role
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Are you a technically-minded, courageous communicator with a startup mentality and a passion for innovation? Do you thrive in a fast-paced environment where you can build, scale, and evangelize cutting-edge solutions? The world of IT Service Management is changing and Salesforce is leading the charge by heavily investing in the ITSM space.
Salesforce has launched Agentforce IT Service, a next-generation ITSM solution built on the world’s #1 Service Cloud. Unlike legacy tools trapped in “portal-to-ticket” workflows, Agentforce IT Service is agent-first, conversation-first, and workflow-driven - redefining how employees resolve issues through AI-powered, 24/7 conversational experiences.
This is your opportunity to be part of Salesforce’s bold entry into the ITSM market - helping customers automate up to 80% of IT tasks end-to-end with the combined power of Agentforce, Data Cloud, and Einstein AI.
This Specialist Solution Engineer role sits within our Emerging Business Unit, focusing on products in a similar growth lifecycle phase. The EBOU’s mission is to incubate, scale, and grow these solutions with a startup mindset. You'll operate as a subject matter expert, articulating the value of our solutions and their seamless integration within the broader Salesforce portfolio.
This is a dynamic role where your ability to think outside the box, challenge the status quo, and identify solutions that drive sales will be key to our team's success.
Product Overview As a Specialist Solution Engineer supporting Agentforce IT Service, you will be instrumental in demonstrating and evangelizing in these areas:
Our IT Service Management (ITSM) solution revolutionizes how employees get help and how IT teams deliver it. Built on the world’s #1 Service Cloud platform, Agentforce IT Service replaces outdated “portal-to-ticket” systems with an agent-first, conversation-first, workflow-driven experience.
Deliver Conversational, Always-On
Support: Empower employees to get help in minutes, not hours, without leaving their workflow. Agentforce meets users where they work — in Slack — allowing them to request hardware, reset passwords, or report issues through natural conversation rather than complex forms.
Automate End-to-End Incident Management
Accelerate resolutions with AI-driven triage, auto-creation of incidents, and intelligent routing to the right specialists. Reduce manual effort and improve agent productivity by letting Einstein handle repetitive tasks.
Unify IT and HR Service on One Platform
Eliminate silos by bringing IT, HR, Facilities, and other service teams together within Salesforce. Deliver consistent, cross-departmental experiences with shared workflows, automation, and analytics.
Gain Full Visibility with a Native CMDB
Leverage Salesforce’s Configuration Management Database (CMDB) to visualize asset relationships, dependencies, and health in real time. Identify root causes, track service impacts, and resolve issues before they cascade.
Boost Productivity and Reduce Costs
Automate up to 80% of IT tasks end-to-end through workflow automation, AI assistance, and self-service. Free up IT talent to focus on innovation instead of routine ticket handling.
Enable the Agentic Enterprise
Combine human expertise with AI assistance to create a self-healing, proactive support environment where employees and digital agents collaborate to solve problems faster than ever before.
Portuguese, Spanish, and English speaking required.