Senior Salesforce Support Specialist

GuidePoint Security is seeking a Senior Salesforce Support Specialist to provide technical support operations and drive excellence across our enterprise Salesforce platform. In this elevated role, you will serve as the senior technical expert and escalation point for complex Salesforce issues, while providing strategic guidance to our IT engineering team and mentoring junior support staff.

You will take ownership of advanced troubleshooting, lead root cause analysis initiatives, and collaborate directly with business stakeholders for first touch resolution. Additionally, you'll expand your impact by providing senior-level support across our portfolio of specialty Enterprise Applications, serving as a trusted advisor to leadership on platform performance, enhancement opportunities, and strategic improvements.

Role and 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 for system configuration, customization, and optimization

• 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.

• Maintain a positive and professional attitude while adhering to company policies.

• Efficiently manage support requests using tools like Jira and Slack Chat.

• Create Knowledge Articles based on common issues and suggest training content.

Position 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

Educational & Professional Credentials

• Bachelor’s degree with major course work in a related discipline or equivalent job experience

• Certified Salesforce Platform Administrator

Travel & Office Location

• Approximately 10% out-of-town travel to regional offices and/or data centers

• Senior Salesforce Support Specialist work remotely or their regional office when not traveling