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Salesforce - FSL support- #26-12690
<br><strong><span><span>Duration: 6 months <br>Responsibilities</span></span></strong><ul><li><span><span>Triage, investigate, and resolve assigned Salesforce support tickets across Sales Cloud and FSL, partnering with the development team and/or IT on complex cases and managing each to resolution in alignment with the SCALE team’s service standards</span></span></li><li><span><span>Troubleshoot configuration issues including page layouts, flows, validation rules, permission sets, assignment rules, and service territories</span></span></li><li><span><span>Support FSL-specific operations: work order management, schedule and dispatch troubleshooting, mobile app issues, and resource and skill configuration for field technicians</span></span></li><li><span><span>Assist with user provisioning, license management, and permission set assignments across Salesforce org</span></span></li><li><span><span>Collaborate with business stakeholders — including operations, sales, and field leadership — to clarify requirements and reproduce reported issues</span></span></li><li><span><span>Escalate complex or cross-system issues (e.g. Salesforce-to-NetSuite data discrepancies via Boomi, or Avalara AvaTax behavior on work orders) to the platform admin or integration team with clear documentation</span></span></li><li><span><span>Maintain knowledge base articles and support runbooks for recurring issue types</span></span></li><li><span><span>Identify recurring ticket patterns and surface improvement opportunities to the admin and development team</span></span></li><li><span><span>Follow ITSM best practices for incident and request management, including accurate ticket categorization, priority assignment, and timely status updates throughout the case lifecycle</span></span></li><li><span><span>Maintain clear and consistent communication with requesters throughout the ticket lifecycle in accordance with ITSM standards, including acknowledgment, status updates, and resolution confirmation</span></span></li><li><span><span>Contribute to the team’s knowledge management practice by documenting resolutions, workarounds, and known issues in alignment with ITSM standards</span></span></li></ul><strong><span><span>Out of Scope & Boundaries</span></span></strong><p><span><span>This role is focused on Salesforce platform support. The following are outside scope and should be escalated to the appropriate team:</span></span></p><ul><li><span><span>Integration troubleshooting between Salesforce and NetSuite via Boomi — this role is expected to identify and document symptoms, not diagnose middleware or ERP-side issues</span></span></li><li><span><span>NetSuite ERP support of any kind</span></span></li><li><span><span>Salesforce development work (Apex, LWC, custom APIs). This role works declaratively and escalates code-level issues to the development team</span></span></li><li><span><span>Security architecture, org-wide permission model changes, or profile restructuring</span></span></li><li><span><span>Any data changes will be verified with the lead prior to any manipulation</span></span></li><li><span><span>Reporting and analytics builds — ad hoc report requests beyond basic troubleshooting; dashboard and report development should route to the admin/dev team</span></span></li></ul><strong><span><span>Qualifications</span></span></strong><ul><li><span><span>2 years of hands-on Salesforce experience, with demonstrated work in Sales Cloud and Field Service Lightning</span></span></li><li><span><span>Familiarity with FSL concepts: service appointments, work orders, service territories, operating hours, and the FSL mobile app</span></span></li><li><span><span>Working knowledge of Flow, validation rules, and declarative automation</span></span></li><li><span><span>Strong analytical and communication skills — able to translate a vague “it’s broken” into a reproducible issue with clear steps</span></span></li><li><span><span>Experience working within a structured ticketing system</span></span></li><li><span><span>Comfort with basic SOQL for data investigation</span></span></li><li><span><span>Ability to manage competing priorities in a fast-paced environment, balancing urgent incidents against ongoing requests without losing track of either</span></span></li><li><span><span>Strong problem-solving instincts — able to stay methodical under pressure and know when to dig deeper vs. when to escalate</span></span></li></ul><strong><span><span>Nice to Have</span></span></strong><ul><li><span><span>Experience supporting Salesforce in a field service, facilities, or building services organization</span></span></li><li><span><span>Exposure to Salesforce integration, particularly with ERP platforms (NetSuite experience a plus)</span></span></li><li><span><span>Salesforce Field Service Lightning certification</span></span></li><li><span><span>Familiarity with middleware concepts (Boomi or similar) for escalation context</span></span></li></ul><p><span><span><strong>About US Tech Solutions:</strong> US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit Tech Solutions is an Equal Opportunity Employer.</strong> All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.</span></span></p><p><span><span><strong>AI Statement: </strong>By applying, you acknowledge that AI-assisted tools may be used during hiring.</span></span></p><p> </p><p><br></p>
