Salesforce Service Cloud Support Engineer / Remote / Contract

Role: Salesforce Service Cloud Support Engineer


ocation: US or Canada Remote


Long Term Contract - W2 only

Position Overview: Join our dedicated Salesforce Incident Management team supporting enterprise clients. This role offers growth opportunities from L1 support to L2 support as the program matures.

Role Summary: Responsible for intake, triage, and routing of Salesforce-related incidents during Hypercare and ongoing support phases. Ensures timely resolution or escalation of service cases while maintaining exceptional service standards for high-profile enterprise clients.

Must Have Skills:
• Salesforce Service Cloud Skills


o Navigation & Case Management


o Triage and Customer Engagement


o Omni Channel
• Experience in Saelsforce Support Roles (Incident Management Desk)
• Fast thinker with technical aptitude, but patience with user learning curves

Key Responsibilities:

Primary Functions:
• Monitor and manage incoming Salesforce service cloud tickets across multiple channels
• Triage and prioritize issues based on business impact and urgency
• Route tickets to appropriate teams (Admin, Dev, Project Manager, or backlog submission)
• Communicate professionally with internal users and end customers to resolve or escalate cases
• Ensure SLA adherence and maintain proper documentation of all case resolutions
• Identify and document repeat issues to contribute to FAQ and knowledge base development


Daily Operations:
• Real-time ticket ownership from submission to resolution/escalation
• Provide regular status updates to stakeholders per SLA requirements
• Collaborate with L2/L3 teams for complex technical escalations
• Maintain case hygiene ensuring accurate categorization and documentation
• Support smooth handoffs across Follow-the-Sun coverage model