Sr. Systems Specialist (Production Support)

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About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

This position requires onsite presence at either the Dallas or Indianapolis office.

Digital Enterprise Technology (DET) blazes the trail of enterprise IT and accelerates the success of the Salesforce family through the best implementation of Salesforce on the planet. We value Trust, Scale, and Integration. We relentlessly pursue these values with the help of modern, lean, and self-governing Scrum teams. As part of Salesforce DET, you will play a key role in a smart, creative, and fun team. You will make a meaningful difference in product delivery. Come grow with us in an environment where professional development is encouraged, volunteerism is the norm, and innovation is a daily occurrence.

Overview of the Role

Salesforce is seeking a dedicated and resilient Senior Systems Specialist to join our Digital Enterprise Technology (DET) Public Sector Go-to-Market team, with a specific focus on supporting our Public Sector line of business. This is a production support-focused role where you will be the go-to expert for ensuring the stability, integrity, and performance of our mission-critical business platforms. You will be responsible for the day-to-day operational health of Salesforce CRM (Sales & Service Cloud), our MuleSoft integration layer, and our Tableau analytics environment, and other Salesforce-on-Salesforce technologies which include but are not limited to force.com, APEX / Javascript / SOQL, Data Cloud, Government Cloud, SFDXetc. The ideal candidate thrives in a fast-paced support environment and is passionate about resolving complex technical issues to ensure our Public Sector operations run smoothly and efficiently.

To be successful at this position you must be a self-starter, take accountability, speak up, work at a quick pace, and handle multiple tasks simultaneously while keeping a good sense of humor. You must possess good oral and written skills and be able to collaborate effectively with other team members. Contribute ideas and provide feedback on how to continually improve the way we innovate solutions!

Key Responsibilities

• Provide expert-level production support and administration for our Salesforce Sales Cloud and Service Cloud environments, specifically tailored to Public Sector requirements.
• Troubleshoot and resolve complex platform issues related to declarative configurations (Flow, Process Builder), security models, and data integrity.
• Manage and prioritize a queue of support tickets, ensuring timely resolution in accordance with service level agreements (SLAs).
• Integration & Middleware Monitoring:
• Proactively monitor, troubleshoot, and maintain mission-critical APIs and integrations built on MuleSoft Anypoint Platform.
• Act as the first line of defense for integration failures, performing root cause analysis and coordinating with development teams for fixes.
• Ensure the reliable flow of data between Salesforce and other key government or enterprise systems.

Analytics & BI Operations:

• Maintain and support existing dashboards and reports in Tableau, ensuring data accuracy and system availability for our Public Sector analytics users.
• Investigate and resolve data discrepancies and performance issues within Tableau, tracing them back to source systems like Salesforce.

Technical Leadership & Documentation:

• Serve as the subject matter expert on the operational health of the Salesforce, MuleSoft, and Tableau stack.
• Develop and maintain runbooks, knowledge base articles, and technical support documentation to empower the team and end-users.
• Participate in release management activities, conducting post-deployment checks to ensure production stability.

Support Operations Responsibilities:

• Own the incident response process for all supported platforms, from initial triage and impact assessment to resolution and stakeholder communication. Conduct thorough root cause analysis (RCA) for major incidents to prevent recurrence.
• Configure and manage system health monitoring tools. Respond to alerts to proactively address potential issues before they impact business operations.
• Serve as the primary escalation point for complex technical issues from Tier 1/2 support, end-users, and business stakeholders within the Public Sector division.
• Assist with complex user support requests, data corrections, and record management issues that require deep system knowledge.
• Ensure all support activities and system configurations adhere to the stringent security and compliance standards required for Public Sector clients.

Required Skills

• 7+ years of experience in a systems administration or technical support role, with a strong focus on production support.
• Proven expertise in administering and troubleshooting Salesforce Sales Cloud and Service Cloud.
• Hands-on experience supporting and monitoring integrations, preferably with MuleSoft.
• High proficiency in supporting and troubleshooting Tableau environments.
• A strong problem-solving mindset with an ability to perform under pressure.
• Excellent communication skills, with the ability to clearly document issues and resolutions.
• 5+ years previous Salesforce application development or support with a minimum 300-seat environment handling all aspects of CRM, case management and platform maintenance
• Experience with Mulesoft administration, configuration and tuning
• Experience consuming open and/or private APIs, such as Google, Facebook, Twitter, Salesforce.com, and Workday
• Demonstrated experience implementing Mulesoft ESB architecture, rules, caching, etc.
• Experienced troubleshooting Mulesoft ESB debuggers, flow analyzers and configuration tools
• Solid working knowledge of the Salesforce platform
• Experience with Salesforce developer toolkit including Force.com IDE, Migration Tool and data migration tools like data loader, workbench, etc.,
• Basic proficiency of Salesforce's Web Services, APIs, SOQL, SOSL and security model
• Basic knowledge with Lightning Experience, Analytics, App Builder, Flows, Process Builders and components
• Good project management skills with ability to juggle multiple projects/tasks across various user groups
• Excellent interpersonal, verbal and written skills and the ability to interact with all level of stakeholders, support personnel, and clients
• Strong documentation, analytical and problem-solving skills

Required Certifications

• Mulesoft Developer Certification
• Salesforce Basic Administrator Certification
• Salesforce Advanced Administrator Certification
• Tableau Desktop Specialist or Certified Data Analyst
  

Desired Certifications:

• Salesforce Sales Cloud Consultant Certification
• Salesforce Service Cloud Consultant Certification

This candidate must be a U.S. citizen (U.S. born or naturalized) operating on U.S. Soil who does not hold dual citizenship with the ability to meet customer and government screening standards applicable to this role, including a Criminal Justice Information Services screening with fingerprint scan. Due to the citizenship requirements for this role, which supports U.S. federal, state, and/or local government customers, citizenship will be verified through two of the following REAL ID Act documents: U.S. Passport, Passport Card, REAL Driver's License, Global Entry Card, U.S. Government CAC/PIV. You agree to complete a Minimum Background Investigation (MBI) for a Moderate Public Trust position with the U.S. federal government and gain other clearances as deemed appropriate for the role.

Benefits & Perks
Check out our benefits site which explains our various benefits, including wellbeing reimbursement, generous parental leave, adoption assistance, fertility benefits, and more.

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.

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Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.