GVC Cloud Nightforce Support Engineer (US Citizen Only)

GovCloud Weekend Nightforce Support Engineer Provides highest‑level overnight support for U.S. federal, state and local government accounts (GovCloud/US‑Only). Operates from 9:00 PM to 6:00 AM PST, Thursday through Monday, handling Severity cases and chats across all Salesforce product families. Role Overview Offers dedicated support for Service Cloud, Sales Cloud, Industries, Agentforce, Data Cloud, Marketing Cloud, MuleSoft, Revenue Cloud, OwnBackup, and Tableau. Builds strong cross‑cloud partnerships with Global Support, CCE, CIC, and Cloud Success. Expands technical skills across multiple Salesforce products and supports cross‑cloud certifications and government cloud expertise development. Responsibilities Serve as Trusted Advisor, driving conversations with business stakeholders on enterprise architecture functions such as security, performance, development process, release management, and application governance. Solve highly visible, technical, global, and strategic enterprise cases, ensuring highest levels of customer satisfaction across all skill groups and product areas. Understand how Gov/US‑Only Support customers use Salesforce technology (integration points, implementation setup, etc.) and align success metrics accordingly. Provide proactive support, including system limit monitoring, deep Splunk analysis, proactive alert definitions, and collaboration with Customer‑Centric Engineering and Technical Enablement for proactive tuning. Advocate for Gov/US‑Only customer priorities internally, liaise with R&D and Infrastructure teams on escalated technical issues, product roadmap changes, new features, and pilot programs. Lead resolution of critical technical issues, delivering prompt and complete solutions to technical and business challenges. Assist developers troubleshooting integrations with Salesforce.com APIs, Apex, Visualforce, and other developer products. Engage in project work: envision and build monitoring or reporting tools, improve processes and procedures, and develop “white‑glove” support practices for incident prediction and prevention. Act as Subject Matter Expert (SME), reviewing, improving, and approving technical work, guiding others, mentoring, or teaching. Create knowledge‑base materials focused on operational efficiency and empower the broader support community with best practices. Participate in a follow‑the‑sun support model, ensuring consistent hand‑offs according to severity and urgency. Orchestrate all Salesforce teams’ efforts, serving as a single point of contact for all post‑sale support activities. Availability Overnight shift: 9:00 PM to 6:00 AM PST, Thursday‑Monday. Required Qualifications Deep understanding of Salesforce multi‑tenant architecture. Bachelor’s degree in computer science or equivalent experience. 5+ years of prior experience in Technical Support and/or 3+ years with development experience. Current Salesforce Administrator Certification. Demonstrated analysis, problem‑solving, and troubleshooting expertise. Ability to prioritize and elevate customer issues as required. Comfort interacting with all levels of customer and Salesforce management. Ability to multitask and perform effectively under pressure. Solid understanding of internet technologies: firewalls, web servers, web proxy servers, etc. Knowledge of database concepts, data management (RDBMS), and SQL. Solid understanding of object‑oriented design and core programming concepts. Knowledge of XML and experience with server‑to‑server web services (SOAP / REST). Experience with front‑end web tier (JavaScript, AJAX, HTML, DHTML, CSS, cross‑browser development) and back‑end (Java, .NET, SQL). Understanding of integration technologies: computer telephony integration, data cleanse/deduplication, data replication, transactional data to and from Salesforce objects. Must be a sole U.S. Citizen (Non‑dual citizen). Desired Skills / Experience Salesforce Certifications – Advanced Admin, App Builder, Platform Developer. VisualForce / Apex Knowledge. CRM domain knowledge. Previous experience with Salesforce.com CRM and its technologies. Benefits and Compensation Compensation includes a base salary range of $80,900– $122,300 annually (base only, excluding bonuses, equity, or other benefits). Benefits include time‑off programs, medical, dental, vision, mental‑health support, paid parental leave, life and disability insurance, 401(k), and an employee stock‑purchase program. More details are available at EEO Statement Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination. Hiring, promotion, and compensation decisions are based on merit, competence, and qualifications, without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. The policy applies to all activities in the employment process, including recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and related actions. This also applies to all benefits and organization initiatives. By applying to Salesforce, you acknowledge that you agree to undergo a reasonable accommodation process if needed, as established by applicable laws. #J-18808-Ljbffr