Senior Application Support Engineer - Salesforce & ITIL

firstPRO US; Boston (MA); On-site; USD 65,000 - 90,000; Full time

Job summary

firstPRO US is seeking an experienced IT support professional to join our enterprise operations in the Boston area. The ideal candidate has 2–5+ years in application or production support, excels in fast-paced teams, and can troubleshoot complex multi-system issues with strong communication.

You'll collaborate across cross-functional teams, assist with incident management, and work with Salesforce to support day-to-day activities while continuously improving user experience and reducing

Qualifications

• 2–5+ years of experience in application or production support within enterprise environments.
• Proven ability to thrive in fast-paced, high-performing team settings.
• Strong analytical and troubleshooting skills with a focus on complex multi-system issues.
• Experience assisting with incident management and collaborating effectively across cross-functional teams.
• Hands-on experience with Salesforce, supporting day-to-day operational activities.
• Excellent communication and organizational skills, with the ability to prioritize, assess urgency, and escalating appropriately
• Proactive problem-solver with a focus on reducing recurring issues and improving user experience
• Support case management processes, including coordinating with vendors to escalates and resolve product defects
• Self-motivated and resourceful, with the ability to independently research and troubleshoot issues before escalating
• Strong time management skills with the ability to prioritize and manage multiple support requests effectively
• Demonstrates a proactive approach to learning new technologies and continuously developing technical skills
• Experience working within ITIL best practices

Skills

Application support

Production support

Salesforce

Incident management

Cross-functional collaboration

Analytical skills

Troubleshooting

Communication

Time management

Problem-solving

ITIL

Tools

Integration tools

Job schedulers

Job description

firstPRO US is seeking an experienced IT support professional to join our enterprise operations in the Boston area. The ideal candidate has 2–5+ years in application or production support, excels in fast-paced teams, and can troubleshoot complex multi-system issues with strong communication.

You'll collaborate across cross-functional teams, assist with incident management, and work with Salesforce to support day-to-day activities while continuously improving user experience and reducing