Provide front-line support for Salesforce-related issues, responding to and resolving user inquiries in a timely manner
Identifying, administrating, triaging and resolving a variety of incidents and service requests
Diagnose and troubleshoot technical issues related to Salesforce applications, integrations, and customization
Resolving incidents using established guidelines and procedures with assistance from experienced engineers as needed
Documenting troubleshooting steps and current incident status in our case management system and maintaining a runbook for common issues
Collaborate with Salesforce developers and Product Owners to escalate and resolve complex issues
Creating training guides and best practices documentation to share with user community on common operations and issues
Implement and manage user access, roles, and permissions within Salesforce
Participate in testing and validation of new Salesforce features, enhancements, and upgrades.
Identify opportunities for process improvements and contribute to the development of best practices for Salesforce support.
Maintain accurate records of support requests, resolutions, and user interactions
Provide regular updates to users on the status of their support requests and follow up to ensure satisfaction.
Stay current with Salesforce releases, features, and best practices to provide informed support and recommendations
Establishing and adhering to Service Level Agreements (SLAs) related to helpdesk support operations

Requirements

All candidates must pass public trust clearance through the U.S. Federal Government.
A Bachelor's degree in computer science, information systems, engineering, business or other related field; OR In lieu of a bachelor’s degree, a total of 6–9 years of relevant technical support or application support experience may be substituted.
4–7 years of experience in technical support, application support, or platform support roles.
Experience supporting Salesforce applications in a technical support or administrator capacity.
Working knowledge of Salesforce platform features, including Lightning, APIs, and basic Apex concepts, with the ability to troubleshoot and escalate issues.
Experience providing Tier 2 or Tier 3 support in a help desk or ticketing environment.
Experience working with Jira and Confluence; familiarity with ServiceNow or similar systems.
Strong troubleshooting, customer service, and communication skills.
Experience creating user documentation and delivering training or knowledge transfer.
Ability to manage multiple support requests in a fast-paced environment.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SalesforceLightningAPIsApextechnical supportapplication supportincident managementtroubleshootinguser access managementprocess improvement

Soft Skills

customer servicecommunicationtroubleshootingcollaborationdocumentationtrainingtime managementproblem-solvingadaptabilityattention to detail

Certifications

public trust clearance