[Hiring] Mid+ Application Support Specialist @Lean Solutions Group

Role Description

This role serves as the first line of customer operations support, focused on triaging, investigating, and resolving Salesforce-related requests within a Jira-based workflow. It includes intermediate Salesforce administration tasks such as:

• Environment setup
• Sandbox refreshes
• API credential management
• Occasional data loading
• Supporting releases
• Monitoring production alerts

The position emphasizes troubleshooting, configuration, and issue replication using scratch orgs, rather than deep development. It also involves basic integration support with REST APIs and JSON, along with clear documentation and communication to ensure effective escalation between support and engineering teams.

• Triage, investigate, and resolve incoming support requests via HubSpot and Jira workflows.
• Reproduce reported issues and validate potential product defects utilizing Salesforce scratch orgs.
• Execute core operational tasks within Salesforce, including configuring new customer environments and processing customer deprovisions.
• Document comprehensive investigation steps and technical findings within Jira tickets.
• Support operational readiness for product releases by validating changes in internal environments.
• Monitor production issue alerts utilizing internal tooling such as Windmill.
• Perform occasional data management tasks to maintain accurate customer environments.
• Manage API credentials and troubleshoot fundamental integration issues.
• Develop and maintain an in-depth understanding of the AgentSync managed package.
• Coordinate seamlessly with engineering teams for complex issues requiring deeper investigation.

Qualifications

• Intermediate proficiency in Salesforce administration fundamentals.
• Intermediate experience utilizing Jira for ticket triage and escalation workflows.
• Familiarity with common integration troubleshooting concepts.
• Basic understanding of Salesforce debug logs and internal monitoring tools.
• Experience performing basic data loading and API credential creation.
• Strong written communication skills.
• Ability to strictly adhere to defined escalation paths.
• Capacity to quickly learn and support complex managed packages.
• Salesforce Administrator certification is preferred but not mandatory.

Requirements

• Demonstrated experience supporting product release cycles.
• Familiarity with specialized customer operational tasks.
• Previous background operating within a tiered support structure.
• Proven ability to independently identify potential system workarounds.
• Demonstrated ability to troubleshoot and validate reported issues.

Soft Skills

• Analytical Assessment & Problem Solving.
• Clear Written Communication & Documentation.
• Technical Translation.
• Independent Judgment & Process Adherence.
• Cross-Functional Collaboration.

Benefits

• Join a powerful tech workforce and help us change the world through technology.
• Professional development opportunities with international customers.
• Collaborative work environment.
• Career paths and mentorship programs that will lead to new levels.