Senior Salesforce Support Engineer - Hybrid (SLA/On-Call)

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

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.