Salesforce Application Support – Tier 2

Salesforce Application Support Analyst (Tier 2)

Location: Mexico (Onsite)

English Level: High Intermediate (Versant C2)

Position Overview

We are looking for a Salesforce Application Support Analyst (Tier 2) to provide technical and application support for enterprise users. This role focuses on troubleshooting incidents, managing user access, resolving application issues, and collaborating with technical teams to ensure high-quality support services. Prior Salesforce experience is not required; candidates with strong application support skills and a willingness to learn Salesforce are encouraged to apply.

Required Skills

• Experience in Application Support, Service Desk, or Technical Support environments
• Strong troubleshooting and problem-solving skills
• Understanding of operating systems, enterprise applications, and user access management
• Experience with incident management and ticketing systems
• Knowledge of authentication, permissions, and access controls
• Familiarity with incident prioritization, escalation processes, and SLA management
• Ability to analyze issues, identify root causes, and document findings
• Strong verbal and written communication skills
• Ability to support multiple incidents in a fast-paced environment
• Strong attention to detail and collaboration skills

Nice to Have

• Experience supporting SaaS or cloud-based applications
• Exposure to CRM platforms
• Knowledge of Active Directory or Microsoft Entra ID
• Understanding of SSO, MFA, APIs, or SQL
• Experience with Jira, ServiceNow, or similar tools
• ITIL Foundation or Salesforce Administrator certification

What You'll Learn

• Salesforce platform fundamentals and administration
• User access and security management
• Data management and troubleshooting within Salesforce
• Integrations, APIs, and Salesforce support processes
• Salesforce environments, deployments, and platform best practices

Key Responsibilities

• Provide technical and application support for end users
• Investigate, troubleshoot, and resolve application incidents
• Perform user access, authentication, and permission-related support
• Document issues, resolutions, and troubleshooting activities in ticketing systems
• Escalate complex issues to appropriate support teams when required
• Meet SLA and KPI targets while delivering excellent customer service
• Collaborate with Tier 2, Development, and other technical teams
• Create and maintain knowledge articles and support documentation
• Identify recurring issues and recommend process improvements
• Continuously develop Salesforce knowledge and technical expertise

Ideal Candidate: A customer-focused support professional with strong troubleshooting skills, experience in application support environments, and a passion for learning new technologies, including Salesforce.

Other Considerations

Tata Consultancy Services is an equal opportunity employer, our commitment to diversity & inclusion drives our efforts to provide equal opportunity to all candidates who meet our required knowledge & competency needs, irrespective of any socio-economic background, race, color, national origin, religion, sex, gender identity/expression, age, marital status, disability, sexual orientation or any others.