Equifax El Salvador
Website:
equifax.sv
Job details:
Equifax is seeking an experienced Support Engineer with a strong foundation in Salesforce development and administration. The Support Engineer is a key technical resource for the Equifax BusinessConnect application. Business Connect is a Salesforce managed package application. This role focuses on the end-to-end resolution of Client support requests, ensuring high-urgency issues are addressed within established SLAs. You will act as a technical problem-solver, utilizing Salesforce, Apex, and API expertise to troubleshoot production defects and implement functional fixes. From managing Jira Kanban boards to performing deep-dive data research, you ensure that our Clients’ environments remain performant, secure, and properly configured.
What you will do
- Incident Resolution Ownership: End-to-end Client support process, including intake, communication, triage, and direct oversight of issues through final resolution.
- Targeted Bug Fixing: Design, test, and deploy safe hotfixes using Apex, Lightning Web Components (LWC), and Salesforce Flows without disrupting existing architecture or breaking adjacent functionalities.
- Legacy & Modern Logic Support: Identify and fix failures within legacy Workflows/Process Builders and modern Lightning Flows.
- API & Data Diagnostics: Resolve integration hurdles by analyzing XML, JSON, and REST/SOAP Logs
- Advanced Root Cause Analysis (RCA): Conduct deep-dive investigations using Salesforce Debug Logs, Developer Console, and Browser Developer Tools to isolate the "why" behind failures and implement permanent fixes.
- Advanced Data Inquiry & Research: Perform deep-dive research and data extraction using Salesforce Workbench, Data Loader, and Developer Console to fulfill custom Client requests providing technical clarity on complex "how-to" and "what-if" scenarios.
- ServiceNow & Agile Lifecycle: Lead the ticket intake process within ServiceNow, performing technical validation before translating production defects into prioritized User Stories in Jira with clear technical requirements and acceptance criteria.
- Transparent Client Communication: Act as the primary technical point of contact for incidents; conduct deep-dive discovery to elicit diagnostic data (logs, reproduction steps) while providing consistent, clear, and timely updates to maintain high Client trust.
- SLA Compliance & Reporting: Monitor the ticket queue to ensure timely responses and produce weekly status reports for leadership regarding customer support trends and resolution timelines.
- License & Access Management: Oversee Salesforce and BusinessConnect user provisioning and permission set mapping and license auditing.
- Note on Expanded Support Schedule : Given our global client base, this role necessitates a non traditional schedule to provide comprehensive support coverage outside of standard India business hours and throughout weekends. Rotational on-call/pager availability is mandatory for handling escalated, high-urgency incidents
What Experience You Need
- Bachelor's degree (Computer Science, MIS, or Mathematics preferred).
- Strong written and oral communication skills, with a proven ability to maintain clarity and professionalism when managing high-pressure production outages and post-incident summaries.
- Current Salesforce Certified Platform Developer I (PDI).Development: 2+ years of experience with Apex, including troubleshooting, debugging, and test class development.
- Current Salesforce Certified Administrator with 2+ years of experience with Classic and Lightning views, user rights, custom settings, managed packet installation and Apex Data Loader.
- Process Architecture: Strong working knowledge of Synchronous vs. Asynchronous processing (Future methods, Queueables, Batch Apex, Schedulable classes) and troubleshooting background job limits.
- Data Mastery: Strong SOQL querying experience to identify record-level issues and generate technical reports.
- Prior experience in a technical/development support capacity with a strong sense of urgency and commitment to SLA-driven resolution.
- Jira and ServiceNow experience or similar tools (maintaining Kanban boards, triage, and backlog prioritization).
What could set you apart
- The "Calm in the Storm": Proven ability to manage high-pressure situations such as production outages and communicate clearly with anxious Client stakeholders.
- Experience drafting comprehensive post-incident summaries and "Lessons Learned" reports to drive platform stability.
- FinTech Knowledge: Specific experience with commercial banking, credit decisioning, or risk management software.
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