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Valce Talent Solutions

Salesforce Support Engineer

Valce Talent Solutions · Saltillo, Coahuila, Mexico

IT Services and IT Consulting · 11-50 employees

4 h ago
Principal (10+ yrs) Full-time Mexico
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About the role

The Salesforce Support Engineer will manage L2/L3 incidents and service requests while ensuring SLA compliance. They will also perform root cause analysis, implement technical fixes, and maintain documentation such as runbooks and knowledge base articles.

What they look for

Salesforce Apex LWC Aura Visualforce SOQL SOSL REST APIs SOAP APIs SFDX Git Data Loader ServiceNow Jira Zendesk Incident Management

Requirements

Candidates must have over 9 years of IT experience, including at least 4 years of hands-on Salesforce development and support. Proficiency in Apex, Lightning components, integration troubleshooting, and ITSM tools is required.

Full description

Salesforce Support Engineer

Hybrid Saltillo/Monterrey

Job Description

We are looking for a hands-on Salesforce Support Engineer with strong production-support experience to join our ITES support team. Ideal candidates have 8+ years in IT, including 4+ years of Salesforce experience (preferably in support) and 3+ years working on support projects with SLA-driven, on-call responsibilities.

Key details

  • Experience: 9+ years in IT; 4+ years Salesforce; 4+ years in support projects  [Grade-G6 or higher end of G5]
  • Location: Mexico, Nearshore — [Hybrid]
  • Employment type: Full-time
  • Shift: 8 am CST to 4 am CST/ 9am to 5 pm/ 10 am to 6 pm CST / On call as required

Key activities

  • Own L2/L3 Salesforce incidents and service requests; meet SLAs and communicate status to stakeholders.
  • Triage, reproduce, perform RCA and implement fixes or workarounds for production issues.
  • Debug Apex, Triggers, Flows, Visualforce, LWC/Aura and integrations.
  • Execute hotfixes and coordinate deployments (Change Sets / SFDX / CI) and sandbox management.
  • Collaborate with middleware/integration teams (APIs, MuleSoft/other) to resolve end-to-end failures.
  • Create and maintain runbooks, knowledge base articles, and production monitoring dashboards.
  • Participate in on-call rotation and post-incident reviews; drive preventive measures.

Must-have qualifications & skills

  • 8+ years total IT experience; 4+ years hands-on Salesforce (admin + dev + support).
  • 3+ years in support projects or support teams (ticketing, SLA management, on-call).
  • Strong declarative Salesforce skills (Flows, Validation Rules, Assignment Rules).
  • Programmatic experience: Apex, Triggers, SOQL/SOSL, Lightning (LWC/Aura), Visualforce.
  • Integration troubleshooting: REST/SOAP APIs, OAuth, middleware familiarity.
  • CI/Deployment: SFDX / Salesforce CLI / Change Sets / Git workflows.
  • Data management tools: Data Loader, data import/export, data fix strategies.
  • Familiarity with ITSM tools (ServiceNow, JIRA, Zendesk or similar).
  • Excellent communication and customer-facing skills; strong RCA and prioritization capabilities.