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, 9 am 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. #J-18808-Ljbffr