Salesforce Technical Support Engineer (Tier 3)

iO Associates; North Carolina; Hybrid; USD 120,000 - 180,000; Part time

Job summary

iO Associates partners with a product-led organisation operating a Salesforce-based SaaS platform with integrated cloud services. This hybrid developer/admin role sits above a Tier 2 Salesforce Admin support queue and owns Tier 3 escalations across Salesforce configuration, Apex/LWC development, and .NET/Azure services.

You will drive platform reliability, accelerate resolutions, and shape triage processes as the team scales while collaborating with support and engineering to improve cross-team

Qualifications

• Hands-on Salesforce configuration experience including Flows, objects/fields, layouts, and automation.
• Development experience with Apex and Lightning Web Components, with debugging and production support.
• Familiarity with managed packaging, Salesforce certifications, and Azure integration basics.

Responsibilities

• Own escalated Tier 3 tickets end-to-end and communicate progress.
• Decide between Salesforce configuration vs code changes.
• Identify root cause across config, code defects, and integrations.
• Debug Apex and extend Lightning Web Components at the Apex-LWC boundary.
• Maintain .NET/C# services supporting platform functionality.
• Collaborate with Support/Success to formalise Tier 2 vs Tier 3 ownership.

Skills

Salesforce config

Apex & LWC

Root-cause analysis

Jira workflows

Azure Blob Storage

.NET/C# services

Education

Salesforce Administrator Certification

Platform Developer I/II Certification

Tools

Azure

Blob Storage

REST APIs

Jira

.NET/C#

Job description

Salesforce Technical Support Engineer (Tier 3)

Contract

iO Associates has partnered with a product-led organisation operating a Salesforce-based SaaS platform with integrated cloud services. They are building internal capability to reduce reliance on external vendor escalation and strengthen ownership of complex, customer-impacting technical issues.

This is a hybrid developer/admin role sitting above a Tier 2 Salesforce Admin support queue. You'll take ownership of Tier 3 escalations across Salesforce configuration, managed package development (Apex/LWC), and the .NET/Azure services that underpin data synchronisation, file storage, and geolocation features.

You'll play a key role in improving platform reliability, accelerating resolution times, and shaping triage processes as the team scales.

Key Responsibilities

• Own escalated Tier 3 tickets end-to-end, taking accountability for diagnosis, remediation, and communication through to resolution
• Determine whether issues are best solved via Salesforce configuration or require a code change and deployment
• Independently identify root cause across configuration gaps, code defects, and integration failures
• Resolve admin-level tickets where no code is required (Flows, objects/fields, layouts, permission sets, automation)
• Debug and extend Apex, including handling governor limit failures, trigger/action behaviour, and custom REST patterns
• Build and troubleshoot Lightning Web Components, focusing on complex UI/logic defects at the Apex-LWC boundary
• Support work across managed package architectures, including legacy and modern packaging approaches, and assist with migration between them
• Fix UI and form logic defects (including CSS/UI behaviour and platform-limit related issues)
• Investigate and resolve data integrity issues and logic failures that impact records and downstream behaviour
• Diagnose and fix sync issues between Salesforce and external platforms where data or authentication flows break
• Maintain and enhance existing .NET/C# services that support platform functionality (primarily BAU and optimisation work)
• Support Azure integrations and infrastructure, including Blob Storage pipelines, API endpoints, and operational tasks such as DNS/SSL changes
• Collaborate with Support/Success teams to reduce recurring escalations and formalise Tier 2 vs Tier 3 ticket ownership and documentation

Requirements

• Strong hands-on Salesforce configuration experience (Flows, objects/fields, layouts, permissions, automation)
• Demonstrable Salesforce development experience with Apex and Lightning Web Components (LWC), including debugging and production support
• Good understanding of managed package development/support (experience with modern packaging approaches beneficial)
• Professional experience maintaining and enhancing .NET/C# services (support and improvement, not purely greenfield)
• Practical working knowledge of Azure, particularly Blob Storage, APIs, and general cloud infrastructure support
• Confident triaging complex incidents and distinguishing configuration issues vs code bugs vs integration failures
• Comfortable operating in ticket-driven environments with clear prioritisation and service expectations
• Salesforce certifications (Administrator, Platform Developer I/II)
• Experience supporting or migrating packages between legacy and modern packaging models
• Background supporting SaaS platforms with escalation paths, SLAs, and Jira-driven workflows
• Exposure to nonprofit/volunteer management platforms or similar vertical SaaS products

This is an excellent opportunity for someone who enjoys owning complex escalations, working across Salesforce and integrated services, and improving the way support and engineering collaborate in a scaling product environment.