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Salesforce Technical Support

4 months ago

Montpelier, United States Procyon TS Full time

Job Description

Job 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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