Job Description We are looking for a hands-on Salesforce Support Engineer with strong production-support experience to join our ITES support team. Ideal candidates have 8+ years in IT, including 4+ years of Salesforce experience (preferably in support) and 3+ years working on support projects with SLA-driven, on-call responsibilities. Key details • Experience: 9+ years in IT; 4+ years Salesforce; 4+ years in support projects [Grade-G6 or higher end of G5] • Location: Mexico, Nearshore — [Hybrid] • Employment type: Full-time • Shift: 8 am CST to 4 am CST/ 9am to 5 pm/ 10 am to 6 pm CST / On call as required Key activities • Own L2/L3 Salesforce incidents and service requests; meet SLAs and communicate status to stakeholders. • Triage, reproduce, perform RCA and implement fixes or workarounds for production issues. • Debug Apex, Triggers, Flows, Visualforce, LWC/Aura and integrations. • Execute hotfixes and coordinate deployments (Change Sets / SFDX / CI) and sandbox management. • Collaborate with middleware/integration teams (APIs, MuleSoft/other) to resolve end-to-end failures. • Create and maintain runbooks, knowledge base articles, and production monitoring dashboards. • Participate in on-call rotation and post-incident reviews; drive preventive measures.