Salesforce Service Cloud Support Engineer

About The Role

Our firm is supporting a U.S.-based leader in renewable energy and home electrification solutions as they expand their Applications Support team. This organization operates in a fast-paced, high-growth industry focused on sustainable energy, customer-centric technology, and continuous innovation.

This is a newly created Salesforce Service Cloud Support Engineer role designed to bridge the gap between technical operations and development teams. The selected professional will play a key role in establishing technical direction, improving application stability, and delivering high-quality support for critical business systems. The environment is dynamic, with frequent updates to products, platforms, and incentive programs that support a rapidly evolving clean energy marketplace.

Job Description

The Salesforce Service Cloud Support Engineer provides advanced technical support for enterprise applications and contact center platforms. This role partners closely with engineering, development, and customer support teams to troubleshoot issues, improve workflows, and ensure reliable application performance.

Key Responsibilities Include

• Promote clear, professional communication and collaboration across cross-functional teams and IT departments
• Provide Tier II support and advanced troubleshooting for application, network, and hardware-related issues
• Triage, manage, and escalate critical incidents to engineering and development teams as needed
• Collaborate directly with development teams by participating in stand-ups, tracking defects, and assisting with software issue resolution
• Develop and maintain documentation, knowledge base articles, and training materials for end users
• Proactively monitor alerts and system health using application and infrastructure monitoring tools
• Identify recurring issues, analyze trends, and assist with root cause analysis and long-term solutions
• Maintain strong working relationships with engineering and customer support partners
• Participate in a rotating on-call schedule to support business-critical systems

Qualifications

Required Qualifications:

• Advanced troubleshooting of applications within an environment with Salesforce Service Cloud
• 5+ years of hands-on application support experience in a corporate or enterprise environment
• Experience supporting Salesforce Service Cloud (required)
• Familiarity with contact center platforms such as AWS Connect or similar communications tools
• Understanding of contact center technologies, including IVR systems and outbound dialing
• Experience configuring, managing, or supporting predictive dialers
• Working knowledge of Windows and macOS environments, with basic exposure to Linux/Unix
• Proficiency in Microsoft Word and Excel, including intermediate keyboard and productivity skills
• Experience using Google Workspace applications and Okta for identity management
• Strong organizational, documentation, and reporting skills
• Excellent written and verbal communication skills, including remote and phone-based communication
• Ability to work independently while also contributing effectively within a team environment
• Willingness to participate in a rotating on-call schedule