Application Support Specialist - Salesforce (f/m/d) Job Description Application Support Specialist - Salesforce (f/m/d)

Summary

Are you a Salesforce enthusiast who enjoys solving problems, supporting users, and making business applications work better every day?

At Hexagon , we are looking for an Application Support Specialist – Salesforce to join our global IT Customer Engagement team, supporting our Waygate Technologies division.

In this role, you will be the go-to expert for Salesforce application support, helping business users navigate technical challenges, resolve incidents, and improve the reliability of our commercial application landscape.

You will work across a connected ecosystem including Salesforce, ServiceNow, SAP CPQ, Oracle, and ServiceMax , collaborating with international teams to ensure seamless business operations.

This is an excellent opportunity for someone who combines strong Salesforce knowledge with a customer-focused mindset and enjoys taking ownership of issues from start to finish.

Job Responsibilities

Salesforce Application Support & Administration

- Provide first- and second-line support for Salesforce Sales Cloud and/or Service Cloud, troubleshooting user issues and resolving technical challenges.

- Manage Salesforce user access, permissions, roles, profiles, and licence assignments.

- Investigate and maintain Salesforce configurations, including flows, validation rules, page layouts, and approval processes.

- Support data quality initiatives, reporting, dashboards, and approved data corrections.





- Assist with application support across SAP CPQ, ServiceMax, and connected business systems.

Incident & Service Request Management

- Take ownership of incoming incidents and service requests through ServiceNow, ensuring timely resolution in line with agreed SLAs.

- Diagnose application issues, identify root causes, and coordinate escalations with developers, administrators, and external vendors.

- Communicate effectively with business users, providing clear updates and practical solutions.

- Monitor ticket queues, prioritise requests, and ensure a high standard of service delivery.

Continuous Improvement & Knowledge Sharing

- Identify recurring issues and contribute to long-term solutions that improve application performance and user experience.

- Create and maintain knowledge articles, troubleshooting guides, and support documentation.

- Analyse support trends and recommend opportunities for process optimisation.

- Collaborate with general IT and business teams to support continuous improvement across the Customer Engagement application landscape.

Qualifications

- 3–5 years of experience in application support, ideally supporting enterprise business applications.





- Strong hands-on Salesforce experience , particularly Sales Cloud and/or Service Cloud, including administration, configuration, and troubleshooting.

- Experience working with IT service management tools , ideally ServiceNow, including incident management, service requests, and SLA tracking.

- Good understanding of Salesforce user management, permissions, workflows, validation rules, reports, and dashboards.

- Strong analytical and problem-solving skills, with the ability to investigate technical issues independently.

- Excellent communication skills and a genuine passion for helping business users.

- Understanding of ITIL principles, change management, and structured support processes.

- Fluent English and confidence working with international stakeholders.

- A degree in IT, Computer Science, Business Information Systems, or equivalent practical experience.

Nice to Have

- Experience supporting SAP CPQ , ServiceMax, or Oracle applications.

- Salesforce Administrator certification.

- Familiarity with SOQL, Salesforce Data Loader, APIs, or integration troubleshooting.

- Experience with Salesforce DevOps tools such as AutoRABIT, Copado, or Gearset.

- ITIL Foundation or ServiceNow certification.

- Experience in manufacturing, industrial technology, or international enterprise environments.

- Additional European language skills.

We Offer

- Friendly within a collaborative, international organisation.

- The opportunity to

📌 Application Support Specialist (Barcelona)
🏢 Hexagon
📍 Barcelona