Salesforce Support Engineer

Turtle Trax S.A.; Saltillo; Híbrido; MXN 781.000 - 1.228.000; Jornada completa

Descripción de la vacante

Turtle Trax S.A. is seeking a hands-on Salesforce Support Engineer with 8+ years in IT and 4+ years of Salesforce experience to join our ITES support team. This hybrid role covers Saltillo/Monterrey with on-call duties and SLA-driven support.

You will own L2/L3 incidents, perform RCA, debug Apex/LWC/VF, and coordinate deployments while collaborating with API and middleware teams to resolve production issues.

Formación

• 8+ years total IT experience.
• 4+ years hands-on Salesforce (admin + dev + support).
• 3+ years in support projects or support teams (ticketing, SLA management, on-call).
• Strong declarative Salesforce skills (Flows, Validation Rules, Assignment Rules).
• Programmatic Salesforce: Apex, Triggers, SOQL/SOSL, Lightning (LWC/Aura), Visualforce.
• REST/SOAP API integration troubleshooting; OAuth.
• CI/Deployment using SFDX, Salesforce CLI, Change Sets, Git workflows.
• Data Loader and data management strategies.
• Familiarity with ITSM tools (ServiceNow, JIRA, Zendesk).
• Excellent communication and customer-facing skills.

Responsabilidades

• Own L2/L3 Salesforce incidents and service requests; meet SLAs and communicate status to stakeholders.
• Triage, reproduce, perform RCA and implement fixes or workarounds for production issues.
• Debug Apex, Triggers, Flows, Visualforce, LWC/Aura and integrations.
• Execute hotfixes and coordinate deployments (Change Sets / SFDX / CI) and sandbox management.
• Collaborate with middleware/integration teams (APIs, MuleSoft/other) to resolve end-to-end failures.
• Create and maintain runbooks, knowledge base articles, and production monitoring dashboards.
• Participate in on-call rotation and post-incident reviews; drive preventive measures.

Conocimientos

Customer communication

On-call support

Incident management

Herramientas

Salesforce CLI

Change Sets

Git workflows

SFDX

Descripción del empleo

Job Description

We are looking for a hands‑on Salesforce Support Engineer with strong production-support experience to join our ITES support team. Ideal candidates have 8+ years in IT, including 4+ years of Salesforce experience (preferably in support) and 3+ years working on support projects with SLA-driven, on-call responsibilities.

• Experience: 9+ years in IT; 4+ years Salesforce; 4+ years in support projects [Grade-G6 or higher end of G5]
• Location: Mexico, Nearshore — [Hybrid]
• Employment type: Full-time
• Shift: 8 am CST to 4 am CST/ 9am to 5 pm/ 10 am to 6 pm CST / On call as required

Hybrid Saltillo/Monterrey

Key activities

• Own L2/L3 Salesforce incidents and service requests; meet SLAs and communicate status to stakeholders.
• Triage, reproduce, perform RCA and implement fixes or workarounds for production issues.
• Debug Apex, Triggers, Flows, Visualforce, LWC/Aura and integrations.
• Execute hotfixes and coordinate deployments (Change Sets / SFDX / CI) and sandbox management.
• Collaborate with middleware/integration teams (APIs, MuleSoft/other) to resolve end-to-end failures.
• Create and maintain runbooks, knowledge base articles, and production monitoring dashboards.
• Participate in on-call rotation and post-incident reviews; drive preventive measures.

Must-have Qualifications & Skills

• 8+ years total IT experience; 4+ years hands‑on Salesforce (admin + dev + support).
• 3+ years in support projects or support teams (ticketing, SLA management, on-call).
• Strong declarative Salesforce skills (Flows, Validation Rules, Assignment Rules).
• Programmatic experience: Apex, Triggers, SOQL/SOSL, Lightning (LWC/Aura), Visualforce.
• Integration troubleshooting: REST/SOAP APIs, OAuth, middleware familiarity.
• CI/Deployment: SFDX / Salesforce CLI / Change Sets / Git workflows.
• Data management tools: Data Loader, data import/export, data fix strategies.
• Familiarity with ITSM tools (ServiceNow, JIRA, Zendesk or similar).
• Excellent communication and customer-facing skills; strong RCA and prioritization capabilities.