Senior Product Specialist, Salesforce Service Cloud Administrator, Configurator

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Act as the main point of contact for escalated user-facing support issues.

• Oversee back-end transitions and ensure a smooth resolution experience for end users.

• Develop and utilize AI tools for diagnosis, reproduction, root-cause analysis, and ongoing enhancements.

• Implement AI tools within Salesforce configuration and support workflows.

• Assess AI-generated outputs, prompt quality, knowledge-base precision, and agent response efficacy.

• Investigate and prototype innovative AI functionalities and agentic workflows.

• Manage and configure Salesforce Service Cloud through declarative methods, including Flow Builder and metadata-driven solutions.

• Supervise integration points, authentication, and API-level issues.

• Collaborate with engineering teams to address integration challenges.

• Maintain and troubleshoot sophisticated, mission-critical custom-built Service Cloud solutions.

• Carry out go-to-market rollouts, training, support planning, launches, and hypercare initiatives.

• Establish product onboarding, support operations infrastructure, prioritization, and feedback systems.

• Conduct User Acceptance Testing (UAT) from a user-experience viewpoint.

• Collaborate with Operations on Model Context Protocol (MCP) integrations.

• Promote user engagement, adoption, and product suggestions.

• Analyze case trends and pinpoint opportunities for adoption improvement.

• Maintain proficiency in product features, roadmap, release cycles, UAT, outages, engineering transitions, and case workflows.

• Convert user feedback into actionable product enhancement suggestions.

• Take ownership of the ongoing improvement of user-facing and internal knowledge bases.

⛳️ Requirements

• Salesforce Service Cloud Certification (Administrator or Service Cloud Consultant, or a current equivalent), or practical experience in configuring Salesforce, building integrations, and managing AI/API-driven workflows in place of certification.

• Proficient in reading API logs and debug logs to track authentication and integration failures, including OAuth 2.0 token issues.

• Capable of reading and interpreting Apex classes and HTTP callouts sufficiently to diagnose issues, reproduce them, and transfer them to engineering with clear reproduction paths and supporting logs.

• Direct experience with AI tools like Claude and ChatGPT as well as agentic AI systems, including prompt development and AI-assisted workflows.

• A combined 3–5+ years of experience in product support, Salesforce administration, or related technical support; less experience may be acceptable with a strong recommendation.

• Preferred: Familiarity with Lightning Web Components (LWC) and legacy Aura.

• Preferred: Practical experience with VS Code, Postman, or Developer Console.

• Preferred: Basic understanding of Data Cloud fundamentals.

• Preferred: Experience in building or experimenting with Agentforce or MCP (Model Context Protocol).

• Preferred: Comfortable using Azure DevOps, Jira, MoveWorks, and ServiceNow or similar tools.

• Growth-oriented and proactive, with respect for the chain of command.

• Actively seeks and integrates feedback.

• Values thorough documentation and effective change-management communication.

• Strong presentation abilities.

• Capable of working independently, taking ownership, and receiving direction from a peer-level lead.

🏝️ Benefits

• Equal Opportunity Employer.

• Reasonable accommodations for individuals with disabilities.

• AI-assisted application insights and candidate-role matching.