L3 support engineer resolving complex enterprise networking and AV issues for NETGEAR customers. Escalating incidents, validating fixes, and supporting NETGEAR connectivity products remotely.
LP
Application Support Specialist – Senior
Posted via LinkedIn Recruiter (not a company profile)
Posted 3 months ago
About the role
- Senior Application Support Specialist needed for a contract role in Toronto, ON. Must have Salesforce and SaaS experience, incident management, and customer service skills.
Responsibilities
- We are hiring a Senior Application Support Specialist for a contract role in Toronto, ON. The role involves supporting Salesforce-based applications, managing ticket queues and SLAs, prioritizing incidents, maintaining knowledge base entries, providing end-user support in a SaaS environment, and handling identity and access management tasks including Microsoft Entra ID administration and hardware authentication token lifecycle management.
Requirements
- MUST HAVES: Salesforce & SaaS Platform Knowledge - Experience supporting Salesforce-based applications, familiarity with Salesforce ecosystem (objects, workflows, flows, permissions, reports, dashboards). Incident & Ticket Management - Demonstrated ability to manage ticket queues and SLAs, prioritize incidents based on impact/urgency, escalate appropriately while ensuring closure quality, maintain clear, searchable knowledge base entries. Customer Support & Service Orientation - Proven experience providing end-user support in a SaaS environment, strong customer-first mindset, ability to manage high-pressure situations and user expectations. Identity & Access Management - Identity-directory administration (e.g., Microsoft Entra ID): security groups, B2B guest invitations, approver / Entitlement Management, hardware authentication token (FIDO2) lifecycle management.
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