Salesforce Technical Support

2 weeks ago


Montpelier, United States PROCYON TECHNOSTRUCTURE Full time
Job DescriptionJob Description

Job Title: Salesforce Technical Support / Release Manager

Location: MONTPELIER, City in Vermont, East Coast, USA (with travel to customer locations as needed

Job Type: Fulltime

Acceptable VISA: USC, GC, H4EAD, L2s, TN . Only (no F1,H1B)

Key Responsibilities

  • Troubleshooting & Support: Leverage Salesforce expertise to troubleshoot issues, perform root cause analysis, and address bug fixes/user stories in collaboration with our offshore team. Manage integration failures.
  • Release Management: Oversee Salesforce release processes, strategically employing Copado while adhering to strict codescan rules. Manage back-deployments to developer sandboxes.
  • Documentation: Create and maintain release documentation (config workbooks, data dictionaries, user/admin guides).
  • Stakeholder Management: Build strong relationships with stakeholders across multiple state agencies. Provide clear project status updates, manage expectations, and escalate issues as needed.

Job Requirements

  • Salesforce Expertise: 7+ years of hands-on experience with Salesforce (Service Cloud focus), including LWC, Apex, and configuration. Relevant Salesforce certifications are highly valued.
  • Technical Skills: Understanding of integrations, troubleshooting proficiency, and familiarity with Public Sector Foundation Solutions (PSF) are desirable.
  • Project Management: Proven ability to manage release plans and execution effectively.
  • Communication & Collaboration: Excellent verbal and written communication; ability to work with offshore development team and across time zones.
  • Support Mindset: Knowledge of SLAs, priorities, and severities within application support. ITIL background is a plus.
  • Should have worked on Salesforce Support projects (Post-production Support)
  • Should be able to resolve support tickets
  • Should be able to work on small enhancements
  • Should also have experience in an implementation project
  • Should be able to maintain a low backlog of tickets
  • Should be able to meet the SLA on all tickets based on the defined SLA
  • Should have experience in release management
  • Should be able to lead/manage the support team
  • Should be able to manage/handle the customer for maintenance & enhancement projects

Work Allocation

  • Copado Release Deployments: 40%
  • Documentation: 20%
  • Customer Communication & Reporting: 15%
  • Issue Troubleshooting, Bug Fixes, RCA, and User Story Development: 25%


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