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.

Must-have qualifications & skills

• 8+ years total IT experience; 4+ years hands-on Salesforce (admin + dev + support).

• 3+ years in support projects or support teams (ticketing, SLA management, on-call).

• Strong declarative Salesforce skills (Flows, Validation Rules, Assignment Rules).

• Programmatic experience: Apex, Triggers, SOQL/SOSL, Lightning (LWC/Aura), Visualforce.

• Integration troubleshooting: REST/SOAP APIs, OAuth, middleware familiarity.

• CI/Deployment: SFDX / Salesforce CLI / Change Sets / Git workflows.

• Data management tools: Data Loader, data import/export, data fix strategies.

• Familiarity with ITSM tools (ServiceNow, JIRA, Zendesk or similar).

• Excellent communication and customer-facing skills; strong RCA and prioritization capabilities.