Job Description

Role: Salesforce Service Cloud Support Engineer

ocation: US or Canada Remote

Long Term Contract - W2 only

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

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