Staff Desktop Support Representative

Sunrun Inc.; Northern (KY); Hybrid; USD 5,002,000 - 6,002,000; Full time

Job summary

Sunrun Inc. is seeking a Staff-Level Application Support Technician to deliver expert Salesforce support, configure and troubleshoot, and coordinate with Jira and ServiceNow to track incidents. The role emphasizes collaboration with development teams in a predominantly remote setting.

You will document processes, monitor systems for performance, and mentor junior staff in a fast-paced environment with occasional on-site visits as needed.

Qualifications

• Advanced Salesforce knowledge, configurations, and integrations.
• Proficient in Jira for issue tracking and workflows.
• Hands-on ServiceNow experience for ticketing and incident management.
• Clear, detailed process documentation for internal use.
• Collaborative with developers and cross-functional teams.
• Strong communication with technical and non-technical stakeholders.
• Proactive troubleshooting and system monitoring.
• Able to adapt in a fast-paced environment.

Responsibilities

• Provide expert Salesforce support including troubleshooting and configuration.
• Manage Jira & ServiceNow to track issues and ensure timely resolution.
• Collaborate with development teams to communicate issues and improvements.
• Document support processes, workflows, and troubleshooting steps.
• Prioritize and manage incoming incidents per SLAs.
• Act as liaison between technical teams and business users.
• Monitor key application systems for performance and uptime.
• Mentor junior technicians and coach the team.

Skills

Advanced Salesforce Knowledge

Jira Experience

ServiceNow Experience

Documentation Skills

Collaborative Mindset

Excellent Communication Skills

Problem-Solving Skills

Adaptability

Tools

Salesforce

Jira

ServiceNow

Job description

## Staff Desktop Support RepresentativeApply: REMOTE: Full time: Posted Today: R68380At Sunrun, we’re on a mission to change the way the world interacts with energy, and we’re building a company and brand that puts power at the center of life. To do it, we’re designing a dynamic culture where employee development, well-being, and safety come first. It’s why we’ve become the #1 home solar and battery company in America. We’re unlike any other residential energy company. Our vertically integrated model gives us total control over every part of the energy lifecycle – from sale through installation and beyond – so you can find endless opportunities for growth. Come join a career you can grow in and a culture you can run with. Who We AreWe’re on a mission to make energy more reliable and affordable for more people. We provide an opportunity with storage and solar to help people access greater energy independence without the big upfront costs. Sunrun is the largest dedicated residential solar and storage company in the country and has a mission to bring stably priced resilient power to the masses. This position is primarily remote, with occasional visits to a local office or our corporate headquarters for team-building, training, and collaborative project work. These on-site sessions are designed to strengthen connections, share insights, and ensure a seamless experience for our team and customers. Equipment pick-up from a local branch will be required. We will provide advance notice whenever on-site attendance is required, making these times purposeful and rewarding. We are seeking a highly skilled and experienced **Staff-Level Application Support Technician** to join our team. The ideal candidate will have advanced knowledge of Salesforce, experience with Jira and ServiceNow, and a strong ability to collaborate with development teams. You will be responsible for providing high-level application support, documenting processes, and ensuring seamless communication between teams. This role requires excellent problem-solving skills, technical expertise, and the ability to work in a fast-paced environment. The ideal candidate embodies Sunrun’s values of Integrity, Courage, Passion, Curiosity, Impact, and being Human Centered. ### **Key Responsibilities:*** **Advanced Salesforce Support**: Provide expert-level support for Salesforce applications, including troubleshooting, configuration, and issue resolution.* **Jira & ServiceNow Management**: Utilize Jira and ServiceNow to track issues, manage workflows, and ensure timely resolution of application-related incidents.* **Collaboration with Development Teams**: Work closely with development teams to ensure that support issues are clearly communicated and addressed efficiently. Provide input on system improvements and escalate critical issues as needed.* **Process Documentation**: Develop and maintain detailed documentation of application support processes, workflows, and troubleshooting procedures to ensure consistency and knowledge sharing within the team.* **Incident Management**: Manage and prioritize incoming support requests, ensuring that issues are resolved in a timely manner according to SLAs.* **Communication and Stakeholder Engagement**: Act as a liaison between technical teams, business users, and stakeholders to ensure effective communication and resolution of application issues. Clearly articulate technical information to non-technical users.* **System Monitoring and Maintenance**: Proactively monitor key application systems, ensuring optimal performance and uptime.* **Continuous Improvement**: Identify areas for improvement in current support processes and tools, contributing to the overall efficiency of the application support function.* **Mentoring and Coaching:** Providing guidance, mentorship, and coaching to junior technicians and team members, helping them grow and develop their technical skills, improve their problem-solving capabilities, and grow within their roles and within the team. ### **Requirements:*** **Advanced Salesforce Knowledge**: Proven experience supporting Salesforce, with a deep understanding of its functionality, configurations, and integrations.* **Jira Experience**: Proficient in Jira for issue tracking, workflow management, and collaboration with development teams.* **ServiceNow Experience**: Hands-on experience with ServiceNow for ticketing, incident management, and service delivery.* **Strong Documentation Skills**: Ability to create clear, detailed process and procedure documentation for internal use and knowledge sharing.* **Collaborative Mindset**: Comfortable working closely with developers and cross-functional teams to resolve application issues.* **Excellent Communication Skills**: Ability to communicate effectively with both technical and non-technical stakeholders, ensuring clarity in issue resolution and support processes.* **Problem-Solving Skills**: Strong analytical skills with a proactive approach to troubleshooting and resolving application issues.* **Adaptability**: Ability to work in a fast-paced environment, handling multiple priorities and adapting to changing needs. ### **Preferred Qualifications:*** **Salesforce Admin Certification** or equivalent experience.* Experience with other cloud-based applications and integration platforms.* Familiarity with Agile methodologies and working in development-driven environments.**Recruiter:**Daniel Slesnick ([e-mail])*Please note that the compensation information is made in good faith for this position only*.*It assumes that the successful candidate will be located in markets within the United States that warrant the compensation. Please speak with your recruiter to learn more.**Starting salary/wage for this opportunity:*36.31 to 43.57Compensation decisions will not be based on a candidate's salary history. You can learn more here.This job description outlines the primary responsibilities, some essential job functions, and qualifications for the role. It may not include all essential functions, tasks, or requirements. If you are a qualified individual with a disability and you need reasonable accommodation during the hiring process or to perform this role, please contact us at [e-mail] is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. We believe that empowering people and valuing their differences are essential for our mission of connecting people to the cleanest energy on earth. Learn more here: EEO | Sunrun