Salesforce Support Engineer

Responsible for the support and administration of the Salesforce Field Service platform and Managed Package functionality. In this hybrid (2-3 days onsite/the rest from home), direct hire position, will support users in resolving daily issues, as well as provide training on proper usage of the system, escalating to the development team to assist with challenging issues or bugs. Will participate in the testing and release of new features and changes to the system, working to be the subject matter expert on how the system enables company business processes.

Responsibilities:

• User and license management, including new user setup/deactivation, roles, profiles, permissions, public groups, OWD, sharing rules, etc.
• Salesforce Field Service configuration changes across standard functionality and managed packages, including low code and no code platform capabilities
• Sandbox environment management
• Level 2 support of end user issues, in person and remotely
• Research and testing of user problem solutions
• Escalate system defects and communicate with users workarounds and solutions to complex issues
• Assist in maintaining end user documentation supporting the system
• Find ways to improve adoption of the platform
• Participate in root cause analysis and documentation for major incidents
• Manage user incidents and requests
• Work with other support teams to help resolve multi-system issues
• Support the testing and release of new features and functionality

Qualifications:

• 3+ years of proven experience providing Salesforce support to end users
• Salesforce Administrator Certification
• Experience with Salesforce Managed Packages
• Experience supporting end users via Zoom, email, phone and chat channels
• Excellent problem-solving and analytical skills, with the ability to translate technical information to non-technical users
• Excellent written and verbal communication skills
• Local to the area
• Eligible to work directly for any U.S. employer without needing sponsorship at any time

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