Salesforce - FSL support- #26-12690

Duration: 6 months 
Responsibilities

• Triage, investigate, and resolve assigned Salesforce support tickets across Sales Cloud and FSL, partnering with the development team and/or IT on complex cases and managing each to resolution in alignment with the SCALE team’s service standards
• Troubleshoot configuration issues including page layouts, flows, validation rules, permission sets, assignment rules, and service territories
• Support FSL-specific operations: work order management, schedule and dispatch troubleshooting, mobile app issues, and resource and skill configuration for field technicians
• Assist with user provisioning, license management, and permission set assignments across Salesforce org
• Collaborate with business stakeholders — including operations, sales, and field leadership — to clarify requirements and reproduce reported issues
• Escalate complex or cross-system issues (e.g. Salesforce-to-NetSuite data discrepancies via Boomi, or Avalara AvaTax behavior on work orders) to the platform admin or integration team with clear documentation
• Maintain knowledge base articles and support runbooks for recurring issue types
• Identify recurring ticket patterns and surface improvement opportunities to the admin and development team
• Follow ITSM best practices for incident and request management, including accurate ticket categorization, priority assignment, and timely status updates throughout the case lifecycle
• Maintain clear and consistent communication with requesters throughout the ticket lifecycle in accordance with ITSM standards, including acknowledgment, status updates, and resolution confirmation
• Contribute to the team’s knowledge management practice by documenting resolutions, workarounds, and known issues in alignment with ITSM standards

Out of Scope & Boundaries

This role is focused on Salesforce platform support. The following are outside scope and should be escalated to the appropriate team:

• Integration troubleshooting between Salesforce and NetSuite via Boomi — this role is expected to identify and document symptoms, not diagnose middleware or ERP-side issues
• NetSuite ERP support of any kind
• Salesforce development work (Apex, LWC, custom APIs). This role works declaratively and escalates code-level issues to the development team
• Security architecture, org-wide permission model changes, or profile restructuring
• Any data changes will be verified with the lead prior to any manipulation
• Reporting and analytics builds — ad hoc report requests beyond basic troubleshooting; dashboard and report development should route to the admin/dev team

Qualifications

• 2 years of hands-on Salesforce experience, with demonstrated work in Sales Cloud and Field Service Lightning
• Familiarity with FSL concepts: service appointments, work orders, service territories, operating hours, and the FSL mobile app
• Working knowledge of Flow, validation rules, and declarative automation
• Strong analytical and communication skills — able to translate a vague “it’s broken” into a reproducible issue with clear steps
• Experience working within a structured ticketing system
• Comfort with basic SOQL for data investigation
• Ability to manage competing priorities in a fast-paced environment, balancing urgent incidents against ongoing requests without losing track of either
• Strong problem-solving instincts — able to stay methodical under pressure and know when to dig deeper vs. when to escalate

Nice to Have

• Experience supporting Salesforce in a field service, facilities, or building services organization
• Exposure to Salesforce integration, particularly with ERP platforms (NetSuite experience a plus)
• Salesforce Field Service Lightning certification
• Familiarity with middleware concepts (Boomi or similar) for escalation context

About US Tech Solutions: US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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