Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world. UST is a mission-driven group of over 39,000+ practical problem solvers and creative thinkers in over 30+ countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live. With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world. Visit us at UST.com Job Title: Salesforce.com Production Support Agent – EST Time Zone About the Role: We are seeking a proactive, detail-oriented Salesforce.com Production Support Agent to join our global EdTech company. As a key member of our Salesforce support team, you will provide Tier 2 support to over 3,000 users across Sales, Service, Marketing, and internal operational teams. You’ll play a vital role in maintaining system stability, delivering high-quality support, and contributing to a collaborative, agile development environment that empowers learners around the world. Key Responsibilities: · Respond promptly to user-submitted cases via ServiceNow and user requests in Slack; resolve or escalate as appropriate within SLA guidelines. · Perform root cause analysis for recurring issues and identify opportunities for optimization. · Troubleshoot standard configuration issues (validation rules, workflows, flows, page layouts, reports/dashboards). · Collaborate with Salesforce Admins, Developers, and Business Analysts to escalate bugs or complex requests. · Maintain a knowledge base of FAQs, troubleshooting steps, and resolutions to improve self-service and internal documentation. · Monitor system performance and data integrity issues; proactively report anomalies. · Participate in UAT and release validation cycles for new features or enhancements. · Participate in agile ceremonies (stand-ups, backlog grooming, sprint planning, retrospectives) as relevant, and contribute to a high-performing, cross-functional scrum team. · Work during EST time zone hours, overlapping with US-based teams for meetings and sprint events. Required Qualifications: 5+ years of experience in Salesforce support or administration (Sales Cloud, Service Cloud). Strong understanding of Salesforce fundamentals: objects, fields, page layouts, profiles, permission sets, reports, and dashboards. Excellent problem-solving skills and the ability to troubleshoot effectively under pressure. Strong verbal and written communication skills in English are essential for collaborating with global team members and stakeholders. Experience with case or ticket management systems (e.g., Jira, ServiceNow, Slack). Comfortable working in a remote, agile environment with shifting priorities. Preferred Qualifications: Salesforce Administrator Certification (ADM-201) or progress toward certification. Experience supporting a large Salesforce org (1,000+ users). Experience working in a scrum team, with an understanding of agile values and delivery principles. If you would like to know more, do not hesitate to apply and we’ll get in touch to fill you in details. UST is waiting for you! Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Industries IT Services and IT Consulting Referrals increase your chances of interviewing at UST España & Latam by 2x Sign in to set job alerts for “Support Representative” roles. 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