Mexico
Banco Mercantil del Norte, S.A.
Valce Talent Solutions
Salesforce Support Engineer
Mexico
Saltillo, Coahuila, Mexico · Monterrey, Nuevo León, Mexico
Job Description
Salesforce Support Engineer
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.
Hybrid Saltillo/Monterrey
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.
Minimum requirements
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.
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