Salesforce Service Cloud Support Engineer

Dahl Consulting is supporting a U.S.-based leader in renewable energy and home electrification solutions as they expand their Applications Support team. The Salesforce Service Cloud Support Engineer role is designed to bridge the gap between technical operations and development teams, providing advanced technical support for enterprise applications and contact center platforms while ensuring reliable application performance.

Responsibilities:

• Promote clear, professional communication and collaboration across cross-functional teams and IT departments
• Provide Tier II support and advanced troubleshooting for application, network, and hardware-related issues
• Triage, manage, and escalate critical incidents to engineering and development teams as needed
• Collaborate directly with development teams by participating in stand-ups, tracking defects, and assisting with software issue resolution
• Develop and maintain documentation, knowledge base articles, and training materials for end users
• Proactively monitor alerts and system health using application and infrastructure monitoring tools
• Identify recurring issues, analyze trends, and assist with root cause analysis and long-term solutions
• Maintain strong working relationships with engineering and customer support partners
• Participate in a rotating on-call schedule to support business-critical systems

Requirements:

• Advanced troubleshooting of applications within an environment with Salesforce Service Cloud
• 5+ years of hands-on application support experience in a corporate or enterprise environment
• Experience supporting Salesforce Service Cloud (required)
• Familiarity with contact center platforms such as AWS Connect or similar communications tools
• Understanding of contact center technologies, including IVR systems and outbound dialing
• Experience configuring, managing, or supporting predictive dialers
• Working knowledge of Windows and macOS environments, with basic exposure to Linux/Unix
• Proficiency in Microsoft Word and Excel, including intermediate keyboard and productivity skills
• Experience using Google Workspace applications and Okta for identity management
• Strong organizational, documentation, and reporting skills
• Excellent written and verbal communication skills, including remote and phone-based communication
• Ability to work independently while also contributing effectively within a team environment
• Willingness to participate in a rotating on-call schedule
• Experience with cloud-based contact center platforms including AWS Connect, NICE CXone, Five9, Dialpad, Spoke Phone, or similar solutions
• Prior experience supporting or administering the following applications: Salesforce, ServiceNow, Jira, Okta, Dizzion
• Experience working closely with software development teams in Agile or Scrum environments
• Background in industries with rapidly changing products or regulatory requirements