Tier 2 Support Specialist (Salesforce)

TL;DR

Tier 2 Support Specialist (Salesforce): Providing high-level technical support and resolving complex customer inquiries for a SaaS data security platform with an accent on Salesforce ecosystem expertise. Focus on managing escalated cases, collaborating with R&D and Product teams, and ensuring platform reliability through proactive monitoring and QA.

Location: Must be based in or able to work from New York (Hybrid)

Salary: $90,000–$100,000 per year

Company

hirify.global is a leading enterprise data security platform provider for Salesforce, trusted by global Fortune 500 companies to protect critical data and ensure compliance.

What you will do

• Respond to technical support tickets via phone, email, and live chat.
• Manage and resolve escalated cases in collaboration with R&D, Product, and CSM teams.
• Monitor and optimize backup plans in partnership with the Managed Backup Services team.
• Perform QA testing for bugs and new platform features.
• Maintain and update the knowledge base to improve self-service support.
• Provide consistent updates to customers regarding open issues and technical inquiries.

Requirements

• 8+ years of experience in technical support, ideally within a SaaS environment.
• Proven experience with Salesforce is required.
• Full professional proficiency in English.
• Strong ability to multitask and thrive under tight deadlines.
• Excellent communication and stakeholder management skills.
• Ability to work effectively in a diverse, collaborative team environment.

Culture & Benefits

• Inclusive and diverse work environment that champions equality.
• Collaborative culture focused on teamwork and professional growth.
• High professional standards maintained within a relaxed, approachable atmosphere.
• Impact-driven role with opportunities to advance your career in cloud technology.
• Competitive compensation and benefits package.