What are we looking for?

*Please note that under Federal and FedRAMP regulations, hiring for this role is limited to US citizens only. Based on legal requirements, all FedRAMP positions require that the individual be based full-time in the US.*

We are seeking a highly motivated and experienced SFDC Solutions Engineer/Administrator to join our team in the United States. This role will focus on supporting our Salesforce.com GovCloud instance with a strong emphasis on Service Cloud functionality and providing support to our internal teams.

The ideal candidate will possess a strong blend of Salesforce administration and support skills, with a deep understanding of Service Cloud best practices, and the ability to troubleshoot issues, configure Service Cloud features, and collaborate effectively with stakeholders to optimize our service operations.

What will you do?

• Provide first-level response and initial troubleshooting for new Salesforce support tickets, with a focus on Service Cloud issues.
• Assist with "New User" setup and "How-to" questions within Salesforce, aiming for first-touch resolution whenever possible, particularly within the Service Cloud environment.
• Provide frequent, meaningful, and high-quality updates within support tickets, ensuring clear communication and managing expectations, especially for Service Cloud-related cases.
• Administer and configure the SentinelOne Salesforce.com GovCloud instance, with a primary focus on Service Cloud, including case management, knowledge base, automation tools, and service console configuration.
• Implement, maintain, and optimize Service Cloud features such as case routing rules, assignment rules, email-to-case, Omni-Channel, chat, knowledge management, and customer portals.
• Configure and manage Salesforce declarative tools (Flows, Validation Rules) to automate service processes, improve agent efficiency, and enhance the customer experience.
• Develop and maintain integrations between Salesforce and other systems using Salesforce APIs, web services, middleware, and third-party applications to support service operations.
• Oversee daily maintenance of Salesforce.com, managing custom configurations (fields, page layouts, record types, etc.), and assisting in resolving user issues to ensure platform optimization and stability within Service Cloud.
• Manage sandbox environments, deployments, and release management processes for Salesforce enhancements and updates using tools such as Git.
• Participate in Salesforce release management, including system testing and migration of changes from sandboxes to production, and execute sandbox refreshes, with a focus on minimizing disruption to Service Cloud operations.
• Document processes and procedures for new/enhanced deployments, with a focus on Service Cloud configurations and workflows.
• Collaborate with the broader IT and Salesforce teams to escalate and resolve more complex technical issues, including integrations and custom development related to Service Cloud.
• Provide support and training for users across teams on Service Cloud functionality to promote user adoption and satisfaction, and ensure proper documentation of system processes and enhancements.
• Work closely with business analysts, service operations managers, product managers, and stakeholders to understand business requirements and translate them into effective Salesforce solutions, with a primary focus on Service Cloud requirements.

What skills and knowledge should you bring?

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field (or equivalent work experience).
• 5+ years of hands-on experience in Salesforce administration, with a strong and demonstrable focus on Service Cloud.
• Experience working with Salesforce.com in a GovCloud environment is highly preferred.
• Deep understanding of Salesforce Service Cloud best practices and functionalities.
• Extensive experience with case management workflows, knowledge base management, service-level agreements (SLAs), and various Service Cloud features within Salesforce.
• Proficiency in Salesforce declarative tools (Flows, Validation Rules).
• Experience with Salesforce APIs (REST, SOAP) and integration tools/middleware is a plus.
• Excellent problem-solving and analytical skills with a strong attention to detail, particularly in diagnosing and resolving Service Cloud issues.
• Exceptional communication (written and verbal) and interpersonal skills, with a customer-centric approach and the ability to effectively communicate with service agents and customers.
• Strong organizational and time management skills with the ability to prioritize tasks effectively in a fast-paced service environment.
• Ability to work independently as well as collaboratively in a team environment.

Salesforce Certifications (strongly preferred):

• Salesforce Administrator Certification
• Salesforce Service Cloud Consultant

Technical Skills:

• Understanding of Salesforce data models, security, and integration capabilities.
• Experience with data migration and data loading tools (e.g., Data Loader).
• Familiarity with Agile/Scrum methodologies and project management tools (e.g., JIRA).
• Experience with Gearset and CI/CD practices is a plus.

Why us?

You will be joining a cutting-edge company where you will tackle extraordinary challenges and work with the very best in the industry.

• Medical, Vision, Dental, 401(k), Commuter, Health and Dependent FSA
• Unlimited PTO
• Industry-leading gender-neutral parental leave
• Paid Company Holidays
• Paid Sick Time
• Employee stock purchase program
• Disability and life insurance
• Employee assistance program
• Gym membership reimbursement
• Cell phone reimbursement
• Numerous company-sponsored events, including regular team-building events