Ness Digital Engineering Careers

Description

Job ID 8226

Why Ness

We know that people are our greatest asset. Our staff’s professionalism, innovation, teamwork, and dedication to excellence have helped us become one of the world’s leading technology companies. It is these qualities that are vital to our continued success. As a Ness employee, you will be working on products and platforms for some of the most innovative software companies in the world.

You’ll gain knowledge working alongside other highly skilled professionals that will help accelerate your career progression.

You’ll also benefit from an array of advantages like access to trainings and certifications, bonuses, and aids, socializing activities and attractive compensation.

Requirements and responsibilities

We are looking for a Senior Salesforce L1/L2 Support Engineer to provide frontline, end-user support for Salesforce applications across global business teams. This role is responsible for first-contact resolution, handling day-to-day user issues, and ensuring a smooth Salesforce experience for users across time zones.

You will be the first point of contact for Salesforce users and play a critical role in driving adoption, productivity, and user satisfaction.

What you’ll do

End-User Support (Primary)

• Act as Level 1/2 support for Salesforce end users.
  
• Handle incoming incidents and service requests via ticketing system.
  
• Provide timely, clear, and empathetic communication to users.
  
• Resolve common user issues at first contact wherever possible.

Salesforce Functional Support

• Support users on Salesforce Sales Cloud, Service Cloud, and Experience Cloud functionality.
  
• Assist with:
    - Login and access issues
    - Profile, role, permission set assignments
    - Page layout and UI navigation questions
    - Data updates, corrections, and basic troubleshooting
    - Report and dashboard access issues
  
• Guide users on best practices and standard operating procedures.

Incident & Ticket Management

• Accurately log, categorize, and prioritize tickets.
  
• Follow defined SLAs and escalation procedures.
  
• Perform initial troubleshooting and root-cause identification.
  
• Escalate complex issues to L3 with proper documentation.

Knowledge & Self-Service Enablement

• Create and update knowledge articles, FAQs, and runbooks.
  
• Reuse knowledge to improve first-contact resolution.
  
• Identify repeat issues and suggest improvements or automation.

Global Support Operations

• Participate in shift-based, follow-the-sun support model.
  
• Ensure smooth handovers across regions and time zones.
  
• Adhere to support processes and quality standards.

What you’ll bring

Location

• [Hybrid]
  
• [Nearshore / Offshore]

Experience

• 5-8 years in Salesforce application or CRM end-user support.

Must-Have

• Hands-on experience providing Salesforce L1/L2 end-user support.
  
• Strong understanding of Salesforce profiles, roles, permission sets, and basic security model.
  
• Experience with ticketing tools (ServiceNow, Jira Service Management, Salesforce Service Cloud).
  
• Strong communication skills — able to explain solutions in simple, user-friendly language.
  
• Customer-first mindset with patience and empathy.

Nice-to-Have

• Salesforce Administrator certification (preferred but not mandatory).
  
• Experience supporting global users in an enterprise environment.
  
• Basic understanding of integrations and data flows (for triage purposes).
  
• Familiarity with ITIL incident and request management.

Behavioral & Soft Skills (Critical)

• Calm and professional under pressure.
  
• Strong ownership and follow-through.
  
• Comfortable working across cultures and time zones.
  
• Willingness to work in shifts and support peak business hours.
  
• Team player who actively shares knowledge.

Success Metrics

• First-contact resolution rate.
  
• SLA compliance.
  
• End-user satisfaction (CSAT).
  
• Quality of ticket documentation and escalations.
  
• Contribution to knowledge base and process improvements.

Ideal Candidate Profile

• Enjoys helping users and solving problems.
  
• Treats Salesforce support as a service, not just ticket handling.
  
• Curious, detail-oriented, and continuously improving.
  
• Wants to grow into L3 support, Admin, or Platform role

Not checking every single requirement?

If this role sounds good to you, even if you don’t meet every single bullet point in the job description, we encourage you to apply anyway. For most of the candidates that applied, we found a role that was a very good fit with their skills.

Let’s meet and you may just be the right candidate for one of our roles.

At Ness Digital Engineering we are willing to build a work culture that is based on diversification, inclusion, and authenticity.