Senior Salesforce Support Specialist - Remote (Anywhere in the U.S.)
GuidePoint Security provides trusted cybersecurity expertise, solutions and services that help organizations make better decisions and minimize risk. By taking a three-tiered, holistic approach for evaluating security posture and ecosystems, GuidePoint enables some of the nation’s top organizations, such as Fortune 500 companies and U.S. government agencies, to identify threats, optimize resources and integrate best-fit solutions that mitigate risk.
GuidePoint Security is seeking a Senior Salesforce Support Specialist to provide technical support operations and drive excellence across our enterprise Salesforce platform. In this elevated role, you will serve as the senior technical expert and escalation point for complex Salesforce issues, while providing strategic guidance to our IT engineering team and mentoring junior support staff.
You will take ownership of advanced troubleshooting, lead root cause analysis initiatives, and collaborate directly with business stakeholders for first touch resolution. Additionally, you'll expand your impact by providing senior-level support across our portfolio of specialty Enterprise Applications, serving as a trusted advisor to leadership on platform performance, enhancement opportunities, and strategic improvements.
Role and Responsibilities:
- Serve as the primary escalation point for complex technical issues and critical incidents
- Lead problem management initiatives and drive continuous improvement across support processes
- Mentor and develop junior support specialists, establishing best practices and knowledge-sharing frameworks
- Collaborate with delivery team to document delivery support standard operating procedures for system configuration, customization, and optimization
- Evaluate and implement tools, processes, and methodologies to enhance support delivery
- Provide senior-level technical expertise across multiple Enterprise Applications
- Document interactions and resolutions clearly, communicating technical information effectively.
- Act as a customer advocate, providing feedback for product improvements.
- Maintain a positive and professional attitude while adhering to company policies.
- Efficiently manage support requests using tools like Jira and Slack Chat.
- Create Knowledge Articles based on common issues and suggest training content.
Position Requirements:
- 5+ years of Salesforce support or administration experience with deep technical expertise
- Proven ability to resolve complex technical challenges and lead incident response
- Strong leadership and mentoring capabilities
- Excellent stakeholder management and communication skills at all organizational levels
- Track record of driving process improvements and operational excellence
Educational & Professional Credentials
- Bachelor’s degree with major course work in a related discipline or equivalent job experience
- Certified Salesforce Platform Administrator
Travel & Office Location
- Approximately 10% out-of-town travel to regional offices and/or data centers
- Senior Salesforce Support Specialist work remotely or their regional office when not traveling
We use Greenhouse Software as our applicant tracking system and Zoom Scheduler for HR screen request scheduling. At times, your email may block our communication with you. Please be sure to check your SPAM folder so that you don't miss updates on your application.
Why GuidePoint?
GuidePoint Security is a rapidly growing, profitable, privately-held value added reseller that focuses exclusively on Information Security. Since its inception in 2011, GuidePoint has grown to over 1,200 employees, established strategic partnerships with leading security vendors, and serves as a trusted advisor to more than 6,200 customers.
Firmly-defined core values drive all aspects of the business, which have been paramount to the company’s success and establishment of an enjoyable workplace atmosphere. At GuidePoint, your colleagues are knowledgeable, skilled, and experienced and will seek to collaborate and provide mentorship and guidance at every opportunity.
This is a unique and rare opportunity to grow your career along with one of the fastest growing companies in the nation.
Some added perks….
- Remote workforce primarily (U.S. based only, some travel may be required for certain positions, working on-site may be required for Federal positions)
- Group Medical Insurance options: Zero Deductible PPO Plan (GuidePoint pays 90% of the premium for employees and 70% for family plans (spouse/children/family) or High Deductible Health Plan with HSA (GuidePoint pays 100% of the employees premiums and 75% for family plans (spouse/children/family). If you choose the High Deductible / HSA plan, GPS will contribute in 4 equal quarterly installments: ($850 per EE annually / $1750 per family annually (includes spouse/children/family options)
- Group Dental Insurance: GuidePoint pays 100% of the premium for employees and 75% of family plans
- 12 corporate holidays and a Flexible Time Off (FTO) program
- Healthy mobile phone and home internet allowance
- Eligibility for retirement plan after 2 months at open enrollment
- Pet Benefit Option