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Salesforce Service Cloud Support Engineer
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Job Type: Contract
Job Category: IT
Job Description
Role: Salesforce Service Cloud Support Engineer
Location: Remote
Duration: Contract
Position Overview: Join our dedicated Salesforce Incident Management team supporting enterprise clients. This role offers growth opportunities from L1 support to L2 support as the program matures.
Role Summary: Responsible for intake, triage, and routing of Salesforce-related incidents during Hypercare and ongoing support phases. Ensures timely resolution or escalation of service cases while maintaining exceptional service standards for high-profile enterprise clients.
Must Have Skills:
- Salesforce Service Cloud Skills
o Navigation & Case Management
o Triage and Customer Engagement
o Omni Channel
- Experience in Saelsforce Support Roles (Incident Management Desk)
- Fast thinker with technical aptitude, but patience with user learning curves
Key Responsibilities
Primary Functions
- Monitor and manage incoming Salesforce service cloud tickets across multiple channels
- Triage and prioritize issues based on business impact and urgency
- Route tickets to appropriate teams (Admin, Dev, Project Manager, or backlog submission)
- Communicate professionally with internal users and end customers to resolve or escalate cases
- Ensure SLA adherence and maintain proper documentation of all case resolutions
- Identify and document repeat issues to contribute to FAQ and knowledge base development
Daily Operations
- Real-time ticket ownership from submission to resolution/escalation
- Provide regular status updates to stakeholders per SLA requirements
- Collaborate with L2/L3 teams for complex technical escalations
- Maintain case hygiene ensuring accurate categorization and documentation
- Support smooth handoffs across Follow-the-Sun coverage model
Required Skills
DEVOPS ENGINEER
SENIOR EMAIL SECURITY ENGINEER
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