{"schemaVersion":"jobsearcher.job.v1","id":"2d3198d7cc2e596a53937366","url":"https://jobsearcher.com/jobs/2d3198d7cc2e596a53937366","canonicalUrl":"https://jobsearcher.com/jobs/2d3198d7cc2e596a53937366","title":"Salesforce Service Cloud Support Engineer / Remote / Contract","description":"Role: Salesforce Service Cloud Support Engineer ocation: US or Canada Remote Long Term Contract - W2 only Position Overview: Join our dedicated Salesforce Incident Management team supporting enterprise clients. This role offers growth opportunities from L1 support to L2 support as the program matures. Role Summary: Responsible for intake, triage, and routing of Salesforce-related incidents during Hypercare and ongoing support phases. Ensures timely resolution or escalation of service cases while maintaining exceptional service standards for high-profile enterprise clients. Must Have Skills: • Salesforce Service Cloud Skills o Navigation & Case Management o Triage and Customer Engagement o Omni Channel • Experience in Saelsforce Support Roles (Incident Management Desk) • Fast thinker with technical aptitude, but patience with user learning curves Key Responsibilities: Primary Functions: • Monitor and manage incoming Salesforce service cloud tickets across multiple channels • Triage and prioritize issues based on business impact and urgency • Route tickets to appropriate teams (Admin, Dev, Project Manager, or backlog submission) • Communicate professionally with internal users and end customers to resolve or escalate cases • Ensure SLA adherence and maintain proper documentation of all case resolutions • Identify and document repeat issues to contribute to FAQ and knowledge base development Daily Operations: • Real-time ticket ownership from submission to resolution/escalation • Provide regular status updates to stakeholders per SLA requirements • Collaborate with L2/L3 teams for complex technical escalations • Maintain case hygiene ensuring accurate categorization and documentation • Support smooth handoffs across Follow-the-Sun coverage model","company":"AceStack","rawCompany":"acestack","isRemote":true,"isActive":false,"createdAt":"2026-06-03T02:02:01.322Z","occupations":[{"code":"15-1299.08","title":"Computer Systems Engineers/Architects","slug":"computer-systems-engineers-architects"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Salesforce Service Cloud Support Engineer / Remote / Contract","description":"Role: Salesforce Service Cloud Support Engineer ocation: US or Canada Remote Long Term Contract - W2 only Position Overview: Join our dedicated Salesforce Incident Management team supporting enterprise clients. This role offers growth opportunities from L1 support to L2 support as the program matures. Role Summary: Responsible for intake, triage, and routing of Salesforce-related incidents during Hypercare and ongoing support phases. Ensures timely resolution or escalation of service cases while maintaining exceptional service standards for high-profile enterprise clients. Must Have Skills: • Salesforce Service Cloud Skills o Navigation & Case Management o Triage and Customer Engagement o Omni Channel • Experience in Saelsforce Support Roles (Incident Management Desk) • Fast thinker with technical aptitude, but patience with user learning curves Key Responsibilities: Primary Functions: • Monitor and manage incoming Salesforce service cloud tickets across multiple channels • Triage and prioritize issues based on business impact and urgency • Route tickets to appropriate teams (Admin, Dev, Project Manager, or backlog submission) • Communicate professionally with internal users and end customers to resolve or escalate cases • Ensure SLA adherence and maintain proper documentation of all case resolutions • Identify and document repeat issues to contribute to FAQ and knowledge base development Daily Operations: • Real-time ticket ownership from submission to resolution/escalation • Provide regular status updates to stakeholders per SLA requirements • Collaborate with L2/L3 teams for complex technical escalations • Maintain case hygiene ensuring accurate categorization and documentation • Support smooth handoffs across Follow-the-Sun coverage model","datePosted":"2026-06-03T02:02:01.322Z","dateModified":"2026-06-03T02:02:01.322Z","hiringOrganization":{"@type":"Organization","name":"AceStack","sameAs":"https://jobsearcher.com"},"jobLocationType":"TELECOMMUTE","applicantLocationRequirements":{"@type":"Country","name":"US"},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"2d3198d7cc2e596a53937366"},"url":"https://jobsearcher.com/jobs/2d3198d7cc2e596a53937366"}}