Technical Support Analyst (Salesforce)

TL;DR

Technical Support Analyst (Salesforce): Providing Tier 1-3 help desk support for the MESH platform with an accent on troubleshooting Salesforce integrations and managing complex tickets. Focus on diagnosing functional issues across integrated CMS tools and ensuring adherence to federal security and accessibility standards.

Location: Remote (Must operate within Eastern Time zone). Candidates must be US citizens or pass public trust clearance (requires living in the US for at least 3 of the previous 5 years).

Salary: $57,700 - $87,300

Company

A modern digital services company partnering with government agencies to create intuitive products and services for federal health programs.

What you will do

• Provide Tier 1 through Tier 3 help desk support for internal CMS users and external State Medicaid Agency users of the MESH platform.
• Manage and document support tickets in ServiceNow and Jira, identifying root causes and resolution steps.
• Diagnose technical issues across the Salesforce-based MESH platform and integrations including Microsoft 365, Okta, and CMS DataConnect.
• Create and maintain the knowledge base, FAQs, and 508-compliant training materials.
• Monitor system status and participate in on-call rotations spanning all U.S. time zones and territories.
• Collaborate with development, QA, security, and DevOps teams to validate fixes and escalate complex issues.

Requirements

• Must pass U.S. Federal Government public trust clearance (requires U.S. citizenship or specific residency and VISA documentation).
• Bachelor's degree in Information Systems, Business, or related field (or 4 years of relevant technical support experience).
• 2+ years of experience in technical support or help desk for enterprise software platforms.
• Hands-on experience with ticketing systems such as ServiceNow or Jira Service Management.
• Familiarity with Salesforce as an end user or administrator.
• Willingness to participate in on-call rotations and extended-hours coverage across multiple U.S. time zones.

Nice to have

• Federal Government contracting experience, particularly with CMS, MACBIS, or HHS programs.
• Salesforce Administrator or ITIL Foundation certification.
• Experience supporting Section 508 accessibility tooling and assistive technologies.
• Familiarity with Medicaid or Medicare programs.

Culture & Benefits

• Comprehensive medical, dental, and vision coverage.
• 401(k) retirement benefits and paid time off.
• Life and disability insurance.
• Remote work environment focusing on Eastern Time zone alignment.
• Wellness and employee support programs.