GuidePoint Security

Senior Salesforce Support Specialist

GuidePoint Security

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • Serve as the primary escalation point for complex technical issues and critical incidents
  • Lead problem management initiatives and drive continuous improvement across support processes
  • Mentor and develop junior support specialists, establishing best practices and knowledge-sharing frameworks
  • Collaborate with delivery team to document delivery support standard operating procedures for system configuration, customization, and optimization
  • Evaluate and implement tools, processes, and methodologies to enhance support delivery
  • Provide senior-level technical expertise across multiple Enterprise Applications
  • Document interactions and resolutions clearly, communicating technical information effectively.
  • Act as a customer advocate, providing feedback for product improvements.
  • Maintain a positive and professional attitude while adhering to company policies.
  • Efficiently manage support requests using tools like Jira and Slack Chat.
  • Create Knowledge Articles based on common issues and suggest training content.

Requirements

  • 5+ years of Salesforce support or administration experience with deep technical expertise
  • Proven ability to resolve complex technical challenges and lead incident response
  • Strong leadership and mentoring capabilities
  • Excellent stakeholder management and communication skills at all organizational levels
  • Track record of driving process improvements and operational excellence
  • Bachelor’s degree with major course work in a related discipline or equivalent job experience
  • Certified Salesforce Platform Administrator
Benefits
  • Group Medical Insurance options: Zero Deductible PPO Plan (GuidePoint pays 90% of the premium for employees and 70% for family plans (spouse/children/family) or High Deductible Health Plan with HSA (GuidePoint pays 100% of the employees premiums and 75% for family plans (spouse/children/family). If you choose the High Deductible / HSA plan, GPS will contribute in 4 equal quarterly installments: ($850 per EE annually / $1750 per family annually (includes spouse/children/family options)
  • Group Dental Insurance: GuidePoint pays 100% of the premium for employees and 75% of family plans
  • 12 corporate holidays and a Flexible Time Off (FTO) program
  • Healthy mobile phone and home internet allowance
  • Eligibility for retirement plan after 2 months at open enrollment
  • Pet Benefit Option
Applicant Tracking System Keywords

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

Hard Skills & Tools
Salesforce supportSalesforce administrationtechnical expertiseproblem managementprocess improvementsystem configurationcustomizationoptimizationincident responseknowledge management
Soft Skills
leadershipmentoringstakeholder managementcommunicationcustomer advocacypositive attitudeprofessionalismcollaborationknowledge sharingorganizational skills
Certifications
Salesforce Platform Administrator