Ness Digital Engineering

Salesforce L1/L2 Support Engineer – End-User Support

Ness Digital Engineering

full-time

Posted on:

Location Type: Hybrid

Location: Slovakia

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Tech Stack

CloudServiceNow

About the role

  • Act as Level 1/2 support for Salesforce end users
  • Handle incoming incidents and service requests via ticketing system
  • Provide timely, clear, and empathetic communication to users
  • Resolve common user issues at first contact wherever possible
  • Support users on Salesforce Sales Cloud, Service Cloud, and Experience Cloud functionality
  • Assist with login and access issues
  • Guide users on best practices and standard operating procedures
  • Accurately log, categorize, and prioritize tickets
  • Follow defined SLAs and escalation procedures
  • Perform initial troubleshooting and root-cause identification
  • Escalate complex issues to L3 with proper documentation
  • Create and update knowledge articles, FAQs, and runbooks
  • Participate in shift-based, follow-the-sun support model

Requirements

  • 5-8 years in Salesforce application or CRM end-user support
  • Hands-on experience providing Salesforce L1/L2 end-user support
  • Strong understanding of Salesforce profiles, roles, permission sets, and basic security model
  • Experience with ticketing tools (ServiceNow, Jira Service Management, Salesforce Service Cloud)
  • Strong communication skills — able to explain solutions in simple, user-friendly language
  • Customer-first mindset with patience and empathy
  • Salesforce Administrator certification (preferred but not mandatory)
  • Experience supporting global users in an enterprise environment
  • Basic understanding of integrations and data flows (for triage purposes)
  • Familiarity with ITIL incident and request management
Benefits
  • access to trainings and certifications
  • bonuses
  • aids
  • socializing activities
  • attractive compensation
Applicant Tracking System Keywords

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

Hard Skills & Tools
SalesforceSalesforce Sales CloudSalesforce Service CloudSalesforce Experience Cloudticketing toolsServiceNowJira Service Managementtroubleshootingroot-cause identificationdata flows
Soft Skills
communicationempathycustomer-first mindsetpatienceproblem-solvinguser-friendly explanationcollaborationdocumentationbest practices guidancetime management
Certifications
Salesforce Administrator certification