Full-time

Description

About Us
eSimplicity is a modern digital services company that partners with government agencies to improve the lives and protect the well-being of all Americans, from veterans and service members to children, families, and seniors. Our engineers, designers, and strategists cut through complexity to create intuitive products and services that equip federal agencies with solutions to courageously transform today for a better tomorrow.

Responsibilities:
- Provide Tier 2 technical support for Salesforce-related issues, responding to and resolving incidents and service requests in accordance with established procedures and Service Level Agreements (SLAs).
- Triage, diagnose, troubleshoot, and resolve technical issues involving Salesforce applications, configurations, integrations, and customizations, escalating complex issues as appropriate.
- Document troubleshooting activities, resolutions, user communications, and current ticket status in the applicable case management system.
- Develop and maintain runbooks, knowledge articles, troubleshooting guides,



training materials, and best-practice documentation for common issues and support procedures.
- Collaborate with Salesforce developers, Product Owners, and other technical teams to investigate root causes, resolve complex issues, and communicate known issues and workarounds.
- Administer Salesforce user access, roles, permissions, and related access requests in accordance with established security and access management procedures.
- Participate in testing and validation of Salesforce features, enhancements, bug fixes, releases, and platform upgrades.
- Communicate regularly with users regarding the status of support requests and follow through to resolution.
- Identify recurring issues, trends, and opportunities to improve support processes, system usability, and the overall user experience.
- Maintain accurate and complete records of support requests, resolutions, and user interactions to supp

📌 Remote Help Desk Engineer (Santa Cruz de Tenerife)
🏢 Esimplicity
📍 Santa Cruz de Tenerife