Senior Salesforce Support Specialist - Remote

Overview

GuidePoint Security provides trusted cybersecurity expertise, solutions and services that help organizations make better decisions and minimize risk. By taking a three-tiered, holistic approach for evaluating security posture and ecosystems, GuidePoint enables some of the nation’s top organizations, such as Fortune 500 companies and U.S. government agencies, to identify threats, optimize resources and integrate best-fit solutions that mitigate risk.

In Short

• Serve as the primary escalation point for complex technical issues and critical incidents
• Lead problem management initiatives and drive continuous improvement across support processes
• Mentor and develop junior support specialists, establishing best practices and knowledge-sharing frameworks
• Collaborate with delivery team to document delivery support standard operating procedures for system configuration, customization, and optimization
• Evaluate and implement tools, processes, and methodologies to enhance support delivery
• Provide senior-level technical expertise across multiple Enterprise Applications
• Document interactions and resolutions clearly, communicating technical information effectively.
• Act as a customer advocate, providing feedback for product improvements.
• Maintain a positive and professional attitude while adhering to company policies.
• Efficiently manage support requests using tools like Jira and Slack Chat.

Requirements

• 5+ years of Salesforce support or administration experience with deep technical expertise
• Proven ability to resolve complex technical challenges and lead incident response
• Strong leadership and mentoring capabilities
• Excellent stakeholder management and communication skills at all organizational levels
• Track record of driving process improvements and operational excellence

Benefits

• Remote workforce primarily (U.S. based only, some travel may be required for certain positions, working on-site may be required for Federal positions)
• Group Medical Insurance options with significant employer contributions
• Group Dental Insurance with full premium coverage for employees
• 12 corporate holidays and a Flexible Time Off (FTO) program
• Healthy mobile phone and home internet allowance
• Eligibility for retirement plan after 2 months at open enrollment
• Pet Benefit Option