Senior Salesforce Support Specialist - Remote (Anywhere in the U.S.) at Guidepointsecurity

Guidepointsecurity

Remote·5d ago

SeniorFull-timeRust

Salary Range

$132,600 - $179,400 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

GuidePoint Security is seeking a Senior Salesforce Support Specialist to provide technical support operations and drive excellence across their enterprise Salesforce platform. This role serves as the senior technical expert and escalation point for complex Salesforce issues, while providing strategic guidance to the IT engineering team.

Key Responsibilities

→Serve as the primary escalation point for complex technical issues and critical incidents
→Lead problem management initiatives and drive continuous improvement across support processes
→Mentor and develop junior support specialists, establishing best practices and knowledge-sharing frameworks
→Collaborate with delivery team to document delivery support standard operating procedures
→Evaluate and implement tools, processes, and methodologies to enhance support delivery
→Provide senior-level technical expertise across multiple Enterprise Applications
→Document interactions and resolutions clearly, communicating technical information effectively
→Act as a customer advocate, providing feedback for product improvements
→Efficiently manage support requests using tools like Jira and Slack Chat
→Create Knowledge Articles based on common issues and suggest training content

Requirements

✓5+ years of Salesforce support or administration experience with deep technical expertise
✓Proven ability to resolve complex technical challenges and lead incident response
✓Strong leadership and mentoring capabilities
✓Excellent stakeholder management and communication skills at all organizational levels
✓Track record of driving process improvements and operational excellence
✓Bachelor’s degree with major course work in a related discipline or equivalent job experience
✓Certified Salesforce Platform Administrator