Senior Salesforce Support Engineer

ASM Research, An Accenture Federal Services Company; City of Albany (NY); Híbrido; USD 35.000 - 68.000; Jornada completa

Descripción de la vacante

ASM Research, An Accenture Federal Services Company, is seeking a seasoned IT professional to provide escalated Salesforce support and systems administration across Windows, Office 365, SharePoint, and cloud infrastructure. The role will mentor junior staff and coordinate with developers to fix issues and improve knowledge resources.

The ideal candidate has 8+ years in IT, strong troubleshooting skills, and a customer-focused approach to delivering technical solutions in a hybrid onsite/remote

Formación

• 8+ years of experience in information technology, systems administration or related field.
• Associate’s degree or equivalent experience; Bachelor’s degree preferred.
• Professional Certification or License preferred

Responsabilidades

• Serve as the final escalation point for resolving the most complex Salesforce-related issues that Tier 1 and Tier 2 agents cannot resolve.
• Use Salesforce knowledge to identify root cause of Tier 3 cases and resolve efficiently.
• Support release-related updates to Knowledge Articles.
• Collaborate with Salesforce developers and functional teams to address bugs and test fixes.
• Occasionally report to client leadership on high-visibility Tier 3 cases.

Conocimientos

Customer service

Communication

Mentoring

Attention to detail

Troubleshooting

Educación

Associate degree or equivalent experience

Bachelor’s degree in IT/CS or related field preferred

Professional certification preferred

Herramientas

Microsoft Windows

Windows Server

Office365

SharePoint

Microsoft Teams

Descripción del empleo

ASM Research, An Accenture Federal Services Company, is seeking a seasoned IT professional to provide escalated Salesforce support and systems administration across Windows, Office 365, SharePoint, and cloud infrastructure. The role will mentor junior staff and coordinate with developers to fix issues and improve knowledge resources.

The ideal candidate has 8+ years in IT, strong troubleshooting skills, and a customer-focused approach to delivering technical solutions in a hybrid onsite/remote