[Hiring] Help Desk Engineer @eSimplicity

Role Description

• Provide Tier 2 technical support for Salesforce-related issues, responding to and resolving incidents and service requests in accordance with established procedures and Service Level Agreements (SLAs).
• Triage, diagnose, troubleshoot, and resolve technical issues involving Salesforce applications, configurations, integrations, and customizations, escalating complex issues as appropriate.
• Document troubleshooting activities, resolutions, user communications, and current ticket status in the applicable case management system.
• Develop and maintain runbooks, knowledge articles, troubleshooting guides, training materials, and best-practice documentation for common issues and support procedures.
• Collaborate with Salesforce developers, Product Owners, and other technical teams to investigate root causes, resolve complex issues, and communicate known issues and workarounds.
• Administer Salesforce user access, roles, permissions, and related access requests in accordance with established security and access management procedures.
• Participate in testing and validation of Salesforce features, enhancements, bug fixes, releases, and platform upgrades.
• Communicate regularly with users regarding the status of support requests and follow through to resolution.
• Identify recurring issues, trends, and opportunities to improve support processes, system usability, and the overall user experience.
• Maintain accurate and complete records of support requests, resolutions, and user interactions to support operational reporting and continuous improvement.
• Stay current with Salesforce releases, platform capabilities, and support best practices to provide informed technical support and recommendations.
• Support the establishment, monitoring, and continuous improvement of SLAs and other help desk performance standards.

Qualifications

• A Bachelor's degree in computer science, information systems, engineering, business or other related field.
• 4+ years of experience in technical support, application support, or platform support roles.
• Experience supporting Salesforce applications in a technical support or administrator capacity.
• Working knowledge of Salesforce platform features, including Lightning, APIs, and basic Apex concepts, with the ability to troubleshoot and escalate issues.
• Experience providing Tier 2 or Tier 3 support in a help desk or ticketing environment.
• Experience working with Jira and Confluence; familiarity with ServiceNow or similar systems.
• Strong troubleshooting, customer service, and communication skills.
• Experience creating user documentation and delivering training or knowledge transfer.
• Ability to manage multiple support requests in a fast-paced environment.

Requirements

• All candidates must pass public trust clearance through the U.S. Federal Government. This requires candidates to either be U.S. citizens or pass clearance through the Foreign National Government System which will require that candidates have lived within the United States for at least 3 out of the previous 5 years, have a valid and non-expired passport from their country of birth and appropriate VISA/work permit documentation.

Desired Qualifications

• One or more Salesforce certifications, such as Salesforce Certified Administrator, Platform Developer I, Platform Developer II, or Platform App Builder.
• Experience supporting Salesforce applications in a federal government environment.
• Familiarity with IT service management (ITSM) practices, including incident management, problem management, and root cause analysis.

Benefits

• Comprehensive benefits package, including medical, dental, and vision coverage.
• 401(k) retirement benefits.
• Paid time off and paid holidays.
• Life and disability insurance.
• Additional wellness and employee support programs. Eligibility may vary based on employment status and applicable plan terms.

Working Environment

• Remote work environment operating within the Eastern time zone.
• Expected hours are 9:00 AM to 5:00 PM Eastern unless otherwise directed by manager.
• Occasional travel for training and project meetings, estimated to be less than 5% per year.