Senior Salesforce Tier-2 Support Engineer - Remote

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

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