Salesforce Technical Support - Montpelier, United States - PROCYON TECHNOSTRUCTURE

PROCYON TECHNOSTRUCTURE Montpelier, United States

3 weeks ago

Description

Job Description

Job Title: Salesforce Technical Support / Release Manager

Location: MONTPELIER, City in Vermont , East Coast, USA (with travel to customer locations as needed

Job Type: Fulltime

Acceptable VISA: USC, GC, H4EAD, L2s, TN . Only (no F1,H1B)

Key Responsibilities

Troubleshooting & Support: Leverage Salesforce expertise to troubleshoot issues, perform root cause analysis, and address bug fixes/user stories in collaboration with our offshore team. Manage integration failures.
Release Management: Oversee Salesforce release processes, strategically employing Copado while adhering to strict codescan rules. Manage back-deployments to developer sandboxes.
Documentation: Create and maintain release documentation (config workbooks, data dictionaries, user/admin guides).
Stakeholder Management: Build strong relationships with stakeholders across multiple state agencies. Provide clear project status updates, manage expectations, and escalate issues as needed.

Job Requirements

Salesforce Expertise: 7+ years of hands-on experience with Salesforce (Service Cloud focus), including LWC, Apex, and configuration. Relevant Salesforce certifications are highly valued.
Technical Skills: Understanding of integrations, troubleshooting proficiency, and familiarity with Public Sector Foundation Solutions (PSF) are desirable.
Project Management: Proven ability to manage release plans and execution effectively.
Communication & Collaboration: Excellent verbal and written communication; ability to work with offshore development team and across time zones.
Support Mindset: Knowledge of SLAs, priorities, and severities within application support. ITIL background is a plus.
Should have worked on Salesforce Support projects (Post-production Support)
Should be able to resolve support tickets
Should be able to work on small enhancements
Should also have experience in an implementation project
Should be able to maintain a low backlog of tickets
Should be able to meet the SLA on all tickets based on the defined SLA
Should have experience in release management
Should be able to lead/manage the support team
Should be able to manage/handle the customer for maintenance & enhancement projects

Work Allocation

Copado Release Deployments: 40%
Documentation: 20%
Customer Communication & Reporting: 15%
Issue Troubleshooting, Bug Fixes, RCA, and User Story Development: 25%

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