Salesforce Support Engineer

Location: Chicago, Illinois (Hybrid, 3 days onsite)

About the role

The Salesforce Support Engineer will be responsible for the daily support and administration of Salesforce environments. This role involves making configuration changes, customizing lightning flows, managing custom integrations, and creating reports. The candidate will function as a specialist CRM developer, overseeing the operations, maintenance, and support of multiple Salesforce applications to ensure high availability and reliability.

Responsibilities

• Oversee the daily operations, maintenance, and support of the Salesforce system.
• Use ServiceNow to track and manage incident and request progress.
• Perform daily administration of the Salesforce system, including user setup, roles, security, and customization of objects, fields, and layouts.
• Develop triggers, custom objects, lightning flows, and make small enhancements to Apex and Batch classes.
• Develop and create customized reports and dashboards.
• Conduct data management activities, including data loads and data cleanup.
• Create and maintain technical documentation for Salesforce functionalities and integrations.
• Stay updated on Salesforce trends and identify opportunities for process integration.

Requirements

• Bachelor's Degree in Computer Science or equivalent relevant, proven work experience.
• 5+ years of hands-on experience as a Salesforce Administrator or Developer, including Sales/Service Cloud.
• 3-5 years of experience debugging integration issues related to Informatica/ETL, REST API, Platform events, and Streaming API.
• 2-3 years of experience with ITSM tools like ServiceNow.
• 2+ years of experience in data architecture and data migration.
• Experience with Agile methodology and tools such as ADO, Azure, or Confluence.
• Experience in Salesforce deployments using Copado and GitHub.

Skills

• Expertise in Salesforce configuration (Flows, Reports, Dashboards, Page Layouts, Record Types, Permission Sets, Territory management, Roles, Profiles, Sharing Rules).
• Hands-on experience with Omnistudio and Omniscripts.
• Development experience to enhance small Apex codes and Batch classes.
• Troubleshooting skills in LWCs and ability to translate business needs into practical Salesforce solutions.
• Strong communication and interpersonal skills.

Preferred Qualifications

• Certified Salesforce Administrator
• Certified Salesforce Platform Developer I or Salesforce Platform App Builder
• Salesforce CPQ experience
• Salesforce Financial Service Cloud experience
• Experience with third-party tools such as Marketo, Seismic, Qualtrics, or Discovery Framework.
• Experience with defect-management and testing-automation tools.

Benefits

• Medical, dental, vision, life, and disability insurance plans.
• Employee Stock Purchase Program (ESPP).
• 401K program with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program and access to certification prep, technical and leadership courses/books/seminars after 6+ months of tenure.
• Certification discounts and perks to associations that include CompTIA and IIBA.
• Dedicated customer service team and a certified Career Coach.