Technical expert supporting MSP partners with DNS infrastructure and networking issues. Focused on troubleshooting, onboarding, and best practices in a hybrid role based in Atlanta.
NE
Hybrid Salesforce L1/L2 Support Engineer – End-User Support
Posted 2 hours ago
About the role
- Salesforce L1/L2 Support Engineer providing end-user support for Salesforce applications across global business teams. Acting as first contact for user issues and ensuring smooth Salesforce experience.
Responsibilities
- Act as Level 1/2 support for Salesforce end users
- Handle incoming incidents and service requests via ticketing system
- Provide timely, clear, and empathetic communication to users
- Resolve common user issues at first contact wherever possible
- Support users on Salesforce Sales Cloud, Service Cloud, and Experience Cloud functionality
- Assist with login and access issues
- Guide users on best practices and standard operating procedures
- Accurately log, categorize, and prioritize tickets
- Follow defined SLAs and escalation procedures
- Perform initial troubleshooting and root-cause identification
- Escalate complex issues to L3 with proper documentation
- Create and update knowledge articles, FAQs, and runbooks
- Participate in shift-based, follow-the-sun support model
Requirements
- 5-8 years in Salesforce application or CRM end-user support
- Hands-on experience providing Salesforce L1/L2 end-user support
- Strong understanding of Salesforce profiles, roles, permission sets, and basic security model
- Experience with ticketing tools (ServiceNow, Jira Service Management, Salesforce Service Cloud)
- Strong communication skills — able to explain solutions in simple, user-friendly language
- Customer-first mindset with patience and empathy
- Salesforce Administrator certification (preferred but not mandatory)
- Experience supporting global users in an enterprise environment
- Basic understanding of integrations and data flows (for triage purposes)
- Familiarity with ITIL incident and request management
Benefits
- access to trainings and certifications
- bonuses
- aids
- socializing activities
- attractive compensation
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Technical Support Engineer for a SaaS company, resolving complex technical challenges and supporting clients with application issues, APIs, and databases. Collaborate across teams for efficient problem - solving in a hybrid role.
Senior Technical Support Analyst providing client support for Mutual Fund and Transfer Agency platforms. Handling complex issues and driving resolution while collaborating with internal teams.
Technical Support Manager responsible for customer success and advanced technical support in HVAC systems. Leading service engineering training and driving system performance in India.
Technical Analyst driving impactful solutions in cloud and data management at Baker Tilly. Collaborating with diverse clients and stakeholders for organizational transformation on various projects.
Operations Support Engineer managing virtual asset fleet and optimizing energy dispatch within a tech - savvy team. Contributing to sustainable solutions in renewable energy with a focus on user support and system reliability.
Technical Support Specialist providing exceptional technical assistance at Kyndryl. Diagnosing complex issues and facilitating customer success with equipment and software support.
Technicien support réseau N1 assisting users with network connectivity and IT solutions in an inclusive company that focuses on social integration and job opportunities.
Support Engineer responsible for technical support and guidance in cloud and virtualization environments. Collaborate with cross - functional teams and drive resolutions for VM Essentials and Morpheus Enterprise.
Support Engineer providing technical assistance for Morpheus VM Essentials and Morpheus Enterprise deployments across diverse environments. Involves collaborative problem - solving and mentoring within the support organization.