Senior Salesforce Tier 3 Support Engineer

ASM Research, An Accenture Federal Services Company; Boston (MA); À distance; USD 35 000 - 68 000; Plein temps

Résumé du poste

ASM Research, an Accenture Federal Services company, seeks an experienced IT professional to act as the final escalation point for Salesforce-related issues and to mentor junior teammates. The role emphasizes diagnosing complex system problems, collaborating with developers, and updating knowledge resources.

Candidates should have 8+ years in IT, strong Windows and Office 365 expertise, and the ability to communicate clearly with technical and non-technical staff. Remote options may be available.

Qualifications

• Associate’s degree or equivalent relevant experience; Bachelor's Degree in Information Technology, Computer Science, or related field preferred.
• Professional Certification or License preferred
• 8+ years of experience in information technology, systems administration or related IT field.

Responsabilités

• Serves as the final escalation point for resolving the most complex Salesforce-related issues that Tier 1 and Tier 2 agents cannot resolve.
• Uses PDA Salesforce knowledge to identify root cause of Tier 3 cases and resolve efficiently.
• Supports the Knowledge Manager with release-related updates to Knowledge Articles.
• Collaborates with PDA Salesforce developers to address bugs and tests fixes.
• Occasionally reports to client leadership on high-visibility Tier 3 cases.

Connaissances

Customer service skills

Effective communication

Troubleshooting complex systems

Analytical thinking

Team mentorship

Formation

Associate's degree

Bachelor's degree preferred

Outils

Windows OS

Windows Servers

Office 365

SharePoint

Microsoft Teams

Cloud infrastructure

Storage technology

Description du poste

ASM Research, an Accenture Federal Services company, seeks an experienced IT professional to act as the final escalation point for Salesforce-related issues and to mentor junior teammates. The role emphasizes diagnosing complex system problems, collaborating with developers, and updating knowledge resources.

Candidates should have 8+ years in IT, strong Windows and Office 365 expertise, and the ability to communicate clearly with technical and non-technical staff. Remote options may be available.