Support Engineer responsible for updating tech applications and providing user support at SEK. Involved in technical issue resolution and maintaining access control systems for team efficiency.
NE
Hybrid Salesforce L1/L2 Support Engineer – End-User Support
Posted 5 days ago
About the role
- Salesforce L1/L2 Support Engineer providing end-user support for Salesforce applications across global business teams. Acting as first contact for user issues and ensuring smooth Salesforce experience.
Responsibilities
- Act as Level 1/2 support for Salesforce end users
- Handle incoming incidents and service requests via ticketing system
- Provide timely, clear, and empathetic communication to users
- Resolve common user issues at first contact wherever possible
- Support users on Salesforce Sales Cloud, Service Cloud, and Experience Cloud functionality
- Assist with login and access issues
- Guide users on best practices and standard operating procedures
- Accurately log, categorize, and prioritize tickets
- Follow defined SLAs and escalation procedures
- Perform initial troubleshooting and root-cause identification
- Escalate complex issues to L3 with proper documentation
- Create and update knowledge articles, FAQs, and runbooks
- Participate in shift-based, follow-the-sun support model
Requirements
- 5-8 years in Salesforce application or CRM end-user support
- Hands-on experience providing Salesforce L1/L2 end-user support
- Strong understanding of Salesforce profiles, roles, permission sets, and basic security model
- Experience with ticketing tools (ServiceNow, Jira Service Management, Salesforce Service Cloud)
- Strong communication skills — able to explain solutions in simple, user-friendly language
- Customer-first mindset with patience and empathy
- Salesforce Administrator certification (preferred but not mandatory)
- Experience supporting global users in an enterprise environment
- Basic understanding of integrations and data flows (for triage purposes)
- Familiarity with ITIL incident and request management
Benefits
- access to trainings and certifications
- bonuses
- aids
- socializing activities
- attractive compensation
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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