Salesforce Service Cloud Support Engineer / Remote / Contract

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