From Support Agent to Solution Engineer: A LATAM Futureforce Journey

When starting out on a career journey, it’s often the paths you least expect that can turn into your greatest achievements. When José Luis Alvarez, an associate Account Solution Engineer based in Mexico City, embarked on his professional journey, he had no idea that a series of coincidences (paired with his passion for technology) would lead him to a fulfilling career at Salesforce. His story is a testament to the power of seizing opportunities when they arrive — and letting passion be the driving force behind your career. 

First Steps in the Professional World

After gaining his degree in Mechatronics Engineering from Tecnológico de Monterrey in Mexico, José's first job was as a support agent for a company specializing in Robotic Process Automation (RPA) solutions. This role saw José gain valuable insights into the tech industry as he interacted with customers and resolved incidents. However, it also made him realize that customer service was not his true calling. Instead, he discovered a deep-seated interest in tech and knew that’s where his next step would be.

Discovering Futureforce

José's journey to Futureforce was serendipitous. While working with various Customer Relationship Management (CRM) systems in another role, he became familiar with Salesforce's software. Around the same time, he was contemplating his next career move and came across Salesforce in a "Best Places to Work" ranking online. Intrigued, he decided to explore further.

A few months later, his university announced an event to learn more about Salesforce and potential job openings. José applied for an invitation, thinking, “Why not? The worst that can happen is they say no.”

How a Futureforce Event Shaped José’s Next Steps

The event took place in Mexico City, and José vividly remembers the welcoming atmosphere. From the beautiful office to the snack table, to the “Welcome to Salesforce Mexico” sign, everything gave him a sense of belonging. As he listened to the presentations about Salesforce, its customers, and its solutions, he felt a growing certainty about the company.

During the event, José had the opportunity to interact with several Salesforce employees, including his future manager. A memorable moment was when he correctly named a Salesforce customer, which happened to be a bank his future manager was working with that week. This coincidence sparked a connection — and it would help José on his journey to an interview. 

“They introduced the available roles: Sales and CSG were presented first. While I found them interesting, I didn’t feel they were the right fit for me. But when my future manager took the stage and spoke about the Solution Engineer role—a mix of sales and technical knowledge—I was captivated. I had no idea that a role like this existed, and it made me want to learn more.

During the networking session, I first approached a newly hired Solution Engineer who had studied at my university and had just completed his internship at Salesforce. (He would later become my peer.) Then, I spoke with my future manager, and we had a great conversation. He liked my profile and encouraged me to apply for the openings the following week.

I applied, and during my final interview, my manager couldn’t attend, so the peer I had met at the event stepped in and interviewed me. Two months later, I received the incredible news that I had been selected.”

José’s First Day and His Program Experience

José's first day in the Futureforce internship program was “filled with excitement and a lot to learn.” He was introduced to the team, received his laptop, and discussed the projects he would be working on. Despite being the only Solution Engineering intern in Mexico, he felt incredibly welcomed by the Mexico team.

His daily routine involved early mornings, working on demos, and spending time on Trailhead, Salesforce's learning platform. Evenings were dedicated to attending classes at his university. This balance of work and study allowed him to grow both professionally and academically.

For José, the supportive and collaborative environment at Salesforce reassured him that he had found the right place for his career. “It was always about the people. Everyone at Salesforce is willing to help and never leaves you feeling alone.” (pull quote)

Career Progression and Future Aspirations

Since February of this year, José has transitioned into a full-time role as an SMB Solution Engineer in Mexico for the Core team. But the sky is the limit for him at Salesforce. “In five years, I still see myself enjoying what I do. I want to have completed my master’s degree and be looking for internal opportunities to become a manager in the Solutions Engineering area.”

José Luis Alvarez's journey from a support agent to a Solution Engineer at Salesforce is a story of passion, perseverance, and the power of seizing opportunities. Could you follow a journey like José’s? Apply now for our open roles across Latin America — we can’t wait to meet you!