Location - Saltillo / Monterrey, Mexico
Salary: $90,000 MXN gross monthly
Employment Type: Full-time
Job Summary
We are seeking a hands-on Salesforce Support Engineer with strong production support experience to join our ITES support team. This role is ideal for candidates with a solid background in Salesforce administration, development, and production support within SLA-driven environments.
The ideal candidate will have experience troubleshooting complex Salesforce issues, supporting integrations, coordinating deployments, and participating in on-call support rotations.
Key Responsibilities
- Own and manage L2/L3 Salesforce incidents and service requests while meeting SLA commitments
- Troubleshoot, reproduce, and perform root cause analysis for production issues
- Implement fixes, workarounds, and preventive measures for recurring incidents
- Debug and support Apex, Triggers, Flows, Visualforce, Lightning Components (LWC/Aura), and integrations
- Coordinate hotfixes, deployments, sandbox management, and release activities using Change Sets, SFDX, and CI tools
- Collaborate with middleware and integration teams to resolve end-to-end system issues
- Create and maintain runbooks, knowledge base documentation, and monitoring dashboards
- Participate in on-call rotations and post-incident reviews
Required Qualifications
- 8+ years of total IT experience
- 4+ years of hands-on Salesforce experience across administration, development, and support
- 3+ years working in support-focused projects or support teams with SLA and ticket management responsibilities
- Strong experience with Salesforce declarative tools including:
- Flows
- Validation Rules
- Assignment Rules
- Experience with:
- Apex
- Triggers
- SOQL/SOSL
- Lightning Components (LWC/Aura)
- Visualforce
- Experience troubleshooting integrations using REST/SOAP APIs, OAuth, and middleware platforms
- Familiarity with deployment and version control tools including SFDX, Salesforce CLI, Change Sets, and Git workflows
- Experience with Data Loader, data import/export processes, and data fix strategies
- Familiarity with ITSM tools such as ServiceNow, JIRA, Zendesk, or similar
- Excellent communication and stakeholder management skills
Work Schedule
Candidates should be flexible to work within the following CST schedules based on business needs:
- 8:00 AM – 4:00 PM CST
- 9:00 AM – 5:00 PM CST
- 10:00 AM – 6:00 PM CST
- On-call support as required
What We’re Looking For
- Strong troubleshooting and problem-solving abilities
- Ability to work in fast-paced production support environments
- Excellent communication and collaboration skills
- Proactive mindset with strong ownership of incidents and resolutions
- Team player with customer-focused attitude
Job Type: Full-time
Pay: $85,000.00 - $90,000.00 per month
Language:
Work Location: Hybrid remote in Monterrey, N. L.
