About this role
About the Role
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. What You'll Do
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Own L2/L3 Salesforce incidents and service requests; meet SLAs and communicate status to stakeholders.
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Triage, reproduce, perform RCA and implement fixes or workarounds for production issues.
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Debug Apex, Triggers, Flows, Visualforce, LWC/Aura and integrations.
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Execute hotfixes and coordinate deployments (Change Sets / SFDX / CI) and sandbox management.
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Collaborate with middleware/integration teams (APIs, MuleSoft/other) to resolve end-to-end failures.
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Create and maintain runbooks, knowledge base articles, and production monitoring dashboards.
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Participate in on-call rotation. What We're Looking For
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9+ years in IT
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4+ years Salesforce experience; 4+ years in support projects with SLA-driven, on-call responsibilities
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Experience with Change Sets, SFDX, CI, and sandbox management
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Grade-G6 or higher end of G5 or equivalent
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Located in Mexico, nearshore, Hybrid work arrangement