Senior Salesforce Support Engineer

We are looking for an experienced Senior Salesforce Support Engineer to join our infrastructure team and deliver expert-level support by resolving complex technical issues, improving system functionality, and ensuring smooth user operations.

Responsibilities

• Provide advanced Salesforce support, solving intricate technical issues and optimizing workflows
• Prioritize and manage Jira tickets while ensuring accurate and timely documentation of resolutions
• Handle escalated user queries through Slack, phone calls, or other communication methods
• Review, enhance, and execute operational tasks using refined runbooks and customer guidelines
• Create, refine, and maintain detailed technical and support documentation
• Collaborate with cross-functional teams to identify and implement long-term system improvements
• Contribute to process improvements and workload management within an Agile framework

Requirements

• 3+ years of experience working with Salesforce in a technical support or operational capacity
• Proficiency in advanced Salesforce troubleshooting, configuration, and issue resolution
• Extensive experience with help desk platforms like Jira Service Desk for ticket triaging and resolution
• Strong background in Atlassian Jira and managing complex cloud-based system environments
• Solid understanding of Microsoft Windows systems at an enterprise level
• Demonstrated ability to work independently, take ownership, and deliver impactful results
• Advanced skills in creating and managing comprehensive technical documentation
• Thorough knowledge and practical experience with Agile principles and processes
• English proficiency at a B2 level to ensure effective communication and documentation

Nice to have

• Familiarity with Atlassian Confluence
• Background in Linux systems and navigation
• Strong communication skills for technical and non-technical audiences