Help Desk Engineer (Salesforce)

Location: Fully remote within the United States, operating in the Eastern Time zone; expected hours are 9:00 AM to 5:00 PM Eastern. Occasional travel for training and project meetings is expected at less than 5% per year.

Salary: $84,700–$94,500 annually

Company

hirify.global is a digital services company partnering with U.S. government agencies to build technology products and services.

What you will do

• Provide Tier 2 technical support for Salesforce incidents and service requests in line with established procedures and SLAs.
• Triage, diagnose, troubleshoot, and resolve issues involving Salesforce applications, configurations, integrations, and customizations.
• Administer Salesforce users, roles, permissions, and access requests according to security procedures.
• Document incidents, resolutions, user communications, runbooks, knowledge articles, and troubleshooting guides.
• Collaborate with developers, Product Owners, and technical teams on root-cause analysis, known issues, workarounds, testing, and releases.
• Identify recurring issues and improve support processes, system usability, user experience, and SLA performance.

Requirements

• Eligibility for U.S. Federal Government public trust clearance is required. Candidates must be U.S. citizens or qualify through the Foreign National Government System, including having lived in the United States for at least 3 of the previous 5 years and holding valid passport and visa or work permit documentation.
• Bachelor’s degree in computer science, information systems, engineering, business, or a related field.
• 4+ years of experience in technical, application, or platform support.
• Experience supporting Salesforce applications in a technical support or administrator capacity, including Lightning, APIs, and basic Apex concepts.
• Experience with Tier 2 or Tier 3 support, Jira, and Confluence; familiarity with ServiceNow or similar systems.
• Strong troubleshooting, customer service, communication, documentation, training, and multitasking skills.

Nice to have

• Salesforce certifications such as Certified Administrator, Platform Developer I or II, or Platform App Builder.
• Experience supporting Salesforce in a federal government environment.
• Familiarity with IT service management, incident management, problem management, and root-cause analysis.

Culture & Benefits

• Remote work environment aligned with Eastern Time to support government clients.
• Medical, dental, and vision coverage.
• 401(k) retirement benefits, paid time off, and paid holidays.
• Life and disability insurance, wellness programs, and employee support resources.