Remote job
Salesforce L2/L3 support
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About this role
Role overview Join an Application Management Services team delivering steady-state and continuous improvement support for a complex CRM landscape built on Salesforce. The role focuses on L2/L3 production support, incident and problem management, and configuration work across the platform and its integrations. You will operate in an Italian-speaking environment alongside a Salesforce Architect, two Engineers, and a QA Engineer, working to defined SLAs.
Responsibilities - Act as a primary resolver for L2 and L3 support tickets, including incident triage, root cause analysis, and post-release follow-up - Investigate user issues, service requests, alerts, and complex code-level defects across the Salesforce platform - Configure and extend the platform using Apex, SOQL, Flow, LWC, and Aura to deliver fixes and enhancements - Support production releases and deployments using Azure DevOps and Ant-based tooling, including change verification and release notes - Triage and recover failed batch jobs, assess the impact of managed-package updates, and participate in war rooms for critical incidents - Prepare technical analysis documents, delivery notes, release notes, and bug or incident reports - Collaborate with architects, engineers, QA, and other stakeholders, aiming at roughly two monthly enhancements and small improvements delivered in under five days
Requirements - Italian at B2+ or higher (mandatory) and English at B2 or higher - Eligibility to work from within the European Union with a valid work permit - Practical experience supporting Salesforce at L2 and L3, including ticket triage, monitoring, and code-level debugging - Hands-on skills with Apex, SOQL, Flow, LWC, and Aura, plus exposure to Azure DevOps and Ant-based deployments - Familiarity with AI-powered development assistants such as Claude Code, GitHub Copilot, or Cursor - Willingness to travel to Milan roughly twice per year for two to three days
Nice to have - More structured use of generative AI inside the SDLC, including defined workflows, prompt patterns, or tool integrations - Curiosity about agent-based and AI-augmented development practices, with a willingness to experiment beyond standard tooling
Benefits and work setup - Based anywhere in the EU with at least B2+ Italian; no on-call requirement; expected Milan visits around twice yearly