Salesforce Support Engineer
Hybrid Saltillo/Monterrey
Job Description
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.
Key details
Experience: 9+ years in IT; 4+ years Salesforce; 4+ years in support projects [Grade-G6 or higher end of G5]
Location: Mexico, Nearshore — [Hybrid]
Employment type: Full-time
Shift: 8 am CST to 4 am CST/ 9am to 5 pm/ 10 am to 6 pm CST / On call as required
Key activities
Own L2/L3 Salesforce incidents and service requests; meet SLAs and communicate status to stakeholders.
Triage, reproduce, perform RCA and implement fixes or workarounds for production issues.
Debug Apex, Triggers, Flows, Visualforce, LWC/Aura and integrations.
Execute hotfixes and coordinate deployments (Change Sets / SFDX / CI) and sandbox management.
Collaborate with middleware/integration teams (APIs, MuleSoft/other) to resolve end-to-end failures.
Create and maintain runbooks, knowledge base articles, and production monitoring dashboards.
Participate in on-call rotation and post-incident reviews; drive preventive measures.
Must-have qualifications & skills
8+ years total IT experience; 4+ years hands-on Salesforce (admin + dev + support).
3+ years in support projects or support teams (ticketing, SLA management, on-call).
Strong declarative Salesforce skills (Flows, Validation Rules, Assignment Rules).
Programmatic experience: Apex, Triggers, SOQL/SOSL, Lightning (LWC/Aura), Visualforce.
Integration troubleshooting: REST/SOAP APIs, OAuth, middleware familiarity.
CI/Deployment: SFDX / Salesforce CLI / Change Sets / Git workflows.
Data management tools: Data Loader, data import/export, data fix strategies.
Familiarity with ITSM tools (ServiceNow, JIRA, Zendesk or similar).
Excellent communication and customer-facing skills; strong RCA and prioritization capabilities.
Skills Required
- 8+ years total IT experience
- 4+ years hands-on Salesforce (admin, development, support)
- 3+ years in support projects or support teams (ticketing, SLA management, on-call)
- Strong declarative Salesforce skills (Flows, Validation Rules, Assignment Rules)
- Programmatic Salesforce experience: Apex, Triggers, SOQL/SOSL, Lightning (LWC/Aura), Visualforce
- Integration troubleshooting: REST/SOAP APIs, OAuth, middleware familiarity (MuleSoft/other)
- CI/Deployment experience: SFDX, Salesforce CLI, Change Sets, Git workflows, CI pipelines
- Data management tools and strategies (Data Loader, import/export, data fixes)
- Familiarity with ITSM tools (ServiceNow, JIRA, Zendesk or similar)
- Excellent communication, customer-facing skills, RCA and prioritization capabilities
What We Do
VALCE Talent Solutions is a recruitment agency and consulting firm specializing in IT talent acquisition and nearshoring, primarily in Mexico. They design customized solutions in IT talent and process optimization to help businesses scale intelligently and profitably. Their expertise focuses on specialized industries including Information Technology, Operations Management, and Supply Chain, providing end-to-end talent offerings to attract and retain top professional profiles.
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