Help Desk Engineer

eSimplicity Inc.; Columbia (MD); Remote; USD 70,000 - 98,000; Full time

Job summary

eSimplicity Inc. is seeking a Salesforce Tier 2 Support Engineer to respond to incidents, triage, diagnose, and resolve Salesforce-related issues, configurations, integrations, and customizations.

You will document activities, develop runbooks, and collaborate with Salesforce developers and product teams to resolve root causes. The role requires a 4+ year background in technical or platform support, a bachelor’s degree in a related field, and the ability to work remotely within the Eastern time

Qualifications

• Bachelor's degree in computer science, information systems, engineering, business or related field.
• 4+ years of experience in technical support, application support, or platform support.
• Experience supporting Salesforce applications in a technical support or administrator capacity.
• Knowledge of Salesforce Lightning, APIs, and basic Apex concepts.
• Experience providing Tier 2 or Tier 3 support in a help desk.
• Experience with Jira and Confluence; familiarity with ServiceNow or similar systems.
• Strong troubleshooting, customer service, and communication skills.
• Experience creating user documentation and delivering training or knowledge transfer.
• Ability to manage multiple support requests in a fast-paced environment.

Responsibilities

• Provide Tier 2 technical support for Salesforce-related issues, responding to incidents and service requests per SLAs.
• Triage, diagnose, troubleshoot, and resolve Salesforce configurations, integrations, and customizations.
• Document troubleshooting activities and current ticket status in the case management system.
• Develop and maintain runbooks, knowledge articles, and training materials.
• Collaborate with Salesforce developers and product teams to resolve root causes.
• Administer Salesforce user access, roles, permissions, and access requests.
• Participate in testing and validation of features, bug fixes, releases, and upgrades.
• Communicate status updates to users and follow through to resolution.
• Identify recurring issues and opportunities to improve processes and usability.
• Maintain records of support requests and resolutions for reporting and improvement.

Skills

Salesforce basics

Troubleshooting

Customer service

Written documentation

Communication skills

Multitasking

Education

Bachelor's degree in CS/IS/Engineering/Business

Tools

Jira

Confluence

ServiceNow

Job description

About Us

eSimplicity is a modern digital services company that partners with government agencies to improve the lives and protect the well-being of all Americans, from veterans and service members to children, families, and seniors. Our engineers, designers, and strategists cut through complexity to create intuitive products and services that equip federal agencies with solutions to courageously transform today for a better tomorrow.

Responsibilities:

• Provide Tier 2 technical support for Salesforce-related issues, responding to and resolving incidents and service requests in accordance with established procedures and Service Level Agreements (SLAs).
• Triage, diagnose, troubleshoot, and resolve technical issues involving Salesforce applications, configurations, integrations, and customizations, escalating complex issues as appropriate.
• Document troubleshooting activities, resolutions, user communications, and current ticket status in the applicable case management system.
• Develop and maintain runbooks, knowledge articles, troubleshooting guides, training materials, and best-practice documentation for common issues and support procedures.
• Collaborate with Salesforce developers, Product Owners, and other technical teams to investigate root causes, resolve complex issues, and communicate known issues and workarounds.
• Administer Salesforce user access, roles, permissions, and related access requests in accordance with established security and access management procedures.
• Participate in testing and validation of Salesforce features, enhancements, bug fixes, releases, and platform upgrades.
• Communicate regularly with users regarding the status of support requests and follow through to resolution.
• Identify recurring issues, trends, and opportunities to improve support processes, system usability, and the overall user experience.
• Maintain accurate and complete records of support requests, resolutions, and user interactions to support operational reporting and continuous improvement.
• Stay current with Salesforce releases, platform capabilities, and support best practices to provide informed technical support and recommendations.
• Support the establishment, monitoring, and continuous improvement of SLAs and other help desk performance standards.

Requirements

• All candidates must pass public trust clearance through the U.S. Federal Government. This requires candidates to either be U.S. citizens or pass clearance through the Foreign National Government System which will require that candidates have lived within the United States for at least 3 out of the previous 5 years, have a valid and non-expired passport from their country of birth and appropriate VISA/work permit documentation.
• A Bachelor's degree in computer science, information systems, engineering, business or other related field
• 4+ years of experience in technical support, application support, or platform support roles.
• Experience supporting Salesforce applications in a technical support or administrator capacity.
• Working knowledge of Salesforce platform features, including Lightning, APIs, and basic Apex concepts, with the ability to troubleshoot and escalation issues.
• Experience providing Tier 2 or Tier 3 support in a help desk or ticketing environment.
• Experience working with Jira and Confluence; familiarity with ServiceNow or similar systems.
• Strong troubleshooting, customer service, and communication skills.
• Experience creating user documentation and delivering training or knowledge transfer.
• Ability to manage multiple support requests in a fast-paced environment.

Desired Qualifications:

• One or more Salesforce certifications, such as Salesforce Certified Administrator, Platform Developer I, Platform Developer II, or Platform App Builder.
• Experience supporting Salesforce applications in a federal government environment.
• Familiarity with IT service management (ITSM) practices, including incident management, problem management, and root cause analysis.

Working Environment:

eSimplicity supports a remote work environment operating within the Eastern time zone so we can work with and respond to our government clients. Expected hours are 9:00 AM to 5:00 PM Eastern unless otherwise directed by manager.

Occasional travel for training and project meetings. It is estimated to be less than 5% per year.

Benefits:

eSimplicity offers a comprehensive benefits package, including medical, dental, and vision coverage, 401(k) retirement benefits, paid time off, paid holidays, life and disability insurance, and additional wellness and employee support programs. Eligibility may vary based on employment status and applicable plan terms.

Reasonable Accommodation:

eSimplicity is committed to providing reasonable accommodations to qualified individuals with disabilities during the application and hiring process. Applicants who need assistance or an accommodation should contact Human Resources.

Equal Employment Opportunity:

eSimplicity is an Equal Opportunity Employer, including disability and protected veteran status. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, disability, or any other legally protected status.