Salesforce Application Support Specialist

hace 6 días

Guadalajara, Jalisco, México Epam Systems A tiempo completo

**Job Summary:**

We are seeking a highly skilled Salesforce Application Support Specialist to join our team at Epam Systems. As a key member of our technical support team, you will be responsible for providing top-notch technical support to our customers, troubleshooting complex issues, and collaborating with cross-functional teams to deliver innovative solutions.

**Responsibilities:**

  • Conduct remote troubleshooting and identify root causes of problems
  • Work closely with customers and development teams to determine the best solutions
  • Guide customers through the problem-solving process and ensure clear communication
  • Take ownership of clients' issues from start to finish and ensure timely resolution
  • Develop and document best practices to enhance existing processes and knowledge base
  • Record all relevant events and interactions in the case management system
  • Prioritize and act on tasks promptly to ensure timely resolution of incidents
  • Monitor the status and progress of open incidents and engage other teams when necessary
  • Collaborate with software engineering teams to open and document bugs for investigation
  • Continuously develop technical expertise in our products and stay updated with the latest industry trends
  • Adhere to security guidelines, procedures, processes, product documentation, and best practices
  • Provide technical guidance and support to developers, offering insights and recommendations on the use of cloud-based APIs

**Requirements:**

  • Minimum of 3 years of experience in IT operations support and software development support
  • Demonstrated skills in software development (JavaScript, Python) and web app development
  • Experience with software integrations, including working with APIs and connecting different platforms
  • Familiarity with SSO/SAML and knowledge of web security protocols and standards (SSL/TLS, OAuth, JWT, SSO)
  • Strong technical skills in Linux administration and basic web technologies (HTTP, HTML, DNS, TCP)
  • Ability to read and interpret logs (Linux, HTTP) and troubleshoot issues for both technical and non-technical users
  • Excellent critical thinking and problem-solving skills, with the ability to analyze, evaluate, and explain complex situations
  • Outstanding client-facing skills, with an attention to detail and the ability to understand and address clients' specific needs
  • Fluent English proficiency (B2+ level or above) and excellent verbal and written communication skills
  • Strong documentation skills in relevant languages, including creating articles, workflows, and procedures
  • Ability to work efficiently in high-volume environments with tight deadlines
  • Well-versed in time management and familiar with Agile methodologies
  • Independent and self-directed learner with the ability to work collaboratively in a team environment
  • Highly motivated, multitasking, and customer-oriented, with a genuine desire to help others

**Nice to Have:**

  • Understanding of networking fundamentals (TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing, etc.)
  • Familiarity with software development frameworks and methodologies (Agile methodologies)
  • Knowledge of authorization and authentication processes, particularly experience in IAM (Identity & Access Management)
  • ITIL certification or experience working with ITIL-based processes
  • Experience with cloud storage solutions
  • Proficiency in scripting and system design
  • Experience with Google Workspace products
  • SQL experience

**What We Offer:**

  • Career plan and real growth opportunities
  • Unlimited access to LinkedIn learning solutions
  • International Mobility Plan within 25 countries
  • Constant training, mentoring, online corporate courses, eLearning and more
  • English classes with a certified teacher
  • Support for employee's initiatives (Algorithms club, toastmasters, agile club and more)
  • Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
  • Flexible work schedule and dress code
  • Collaborate in a multicultural environment and share best practices from around the globe
  • Hired directly by Epam Systems & 100% under payroll
  • Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
  • Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family)

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