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Tier-1 brand, metro location, and mid-level generalist title with broad skills produce high competition.
Heavy Salesforce platform specialization and mandatory certifications limit cross-industry transferability.
Mandatory Salesforce certifications, explicit years requirement, and product-specific skills make shortlisting highly strict.
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Provide expert-level technical support for Salesforce Industries and Revenue Cloud products, handling complex escalations and ensuring high customer satisfaction (CSAT).
Collaborate closely with cross-functional teams and the product team to resolve issues, create quality investigations, and document technical information for operational efficiency.
Manage a global, fast-paced support environment with accountability for meeting KPIs like productivity and customer satisfaction, including working on AMER shifts and weekends on rotation.
Bachelor's or Master's degree in Computer Science, Information Systems, or Information Technology.
2 to 6 years of Salesforce engineering/programming experience with at least 2 years hands-on expertise in Industries or Revenue Cloud products (mandatory).
Mandatory certifications: Any Industry or Revenue Cloud Certification, Salesforce Certified Platform Administrator, and Platform Developer.
Willingness to work non-rotating AMER shifts (EST and PST) and weekends on a rotation basis.
Strong developer skills including LWC, Apex, JSON, XML, YAML, REST/SOAP APIs, AJAX, and solid understanding of Salesforce platform technologies and internet web technologies.
Experienced in customer-facing technical support roles involving critical escalations, multi-tasking, documentation, and cross-team coordination within a global 24/7 environment.
Demonstrated ability to produce technical knowledge base content, troubleshoot complex integration issues, and contribute to developer community enablement.