Salesforce Service Cloud Support Engineer-5

Job Type: Contract

Job Category: IT

Job Description

Role: Salesforce Service Cloud Support Engineer

Location: Remote

Duration: Contract

Position Overview: Join our dedicated Salesforce Incident Management team supporting enterprise clients. This role offers growth opportunities from L1 support to L2 support as the program matures.

Role Summary: Responsible for intake, triage, and routing of Salesforce-related incidents during Hypercare and ongoing support phases. Ensures timely resolution or escalation of service cases while maintaining exceptional service standards for high-profile enterprise clients.

Must Have Skills:

• Salesforce Service Cloud Skills

o Navigation & Case Management

o Triage and Customer Engagement

o Omni Channel

• Experience in Saelsforce Support Roles (Incident Management Desk)
• Fast thinker with technical aptitude, but patience with user learning curves

Key Responsibilities

Primary Functions

• Monitor and manage incoming Salesforce service cloud tickets across multiple channels
• Triage and prioritize issues based on business impact and urgency
• Route tickets to appropriate teams (Admin, Dev, Project Manager, or backlog submission)
• Communicate professionally with internal users and end customers to resolve or escalate cases
• Ensure SLA adherence and maintain proper documentation of all case resolutions
• Identify and document repeat issues to contribute to FAQ and knowledge base development

Daily Operations

• Real-time ticket ownership from submission to resolution/escalation
• Provide regular status updates to stakeholders per SLA requirements
• Collaborate with L2/L3 teams for complex technical escalations
• Maintain case hygiene ensuring accurate categorization and documentation
• Support smooth handoffs across Follow-the-Sun coverage model

Required Skills

DEVOPS ENGINEER

SENIOR EMAIL SECURITY ENGINEER