Global Escalations Lead - Systems & Incidents

Salesforce; Ciudad de México; On-site; MXN 900,000 - 1,200,000; Full time

Job summary

Salesforce is seeking a Tier-2 escalation and incident management professional for its Enterprise Technology & Infrastructure team in Mexico City. You will own escalations across time zones, coordinate with engineering, SRE, and vendors, and drive resolutions while maintaining SLAs.

Fluent communication, strong collaboration, and experience with declarative tools and incident management are essential. This role offers on-site work with global teams and growth opportunities in AI-driven platforms.

Qualifications

• Certifications listed above (ADM-201, ADM-211, Platform App Builder) or in progress.
• Experience with declarative tools (Flow, validation rules) and data troubleshooting.
• Working knowledge of Service Management practices and SDLC.

Responsibilities

• Own escalations on cases, intake, and investigations across teams and time zones.
• Run follow-the-sun handoffs across Mexico City, Dublin, and Hyderabad.
• Track escalation trends and drive fixes with leads and platform engineering.
• Be the escalation point for Tier-2 analysts on complex cases and investigations.
• Meet SLAs: FRT, NRT, ART, and CSAT targets while managing backlog.

Education

Salesforce Administrator (ADM-201)

Advanced Administrator (ADM-211)

Platform App Builder

Platform Developer I

Tools

Flow

Validation Rules

Data Loading

Observability tooling

Apex

Python

SQL

Tableau

Job description

Salesforce is seeking a Tier-2 escalation and incident management professional for its Enterprise Technology & Infrastructure team in Mexico City. You will own escalations across time zones, coordinate with engineering, SRE, and vendors, and drive resolutions while maintaining SLAs.

Fluent communication, strong collaboration, and experience with declarative tools and incident management are essential. This role offers on-site work with global teams and growth opportunities in AI-driven platforms.