*A note about location: This role is open to candidates from Mexico, Puerto Rico, and across Central and South America.

About AvSight:

AvSight is a globally leading software technology company headquartered in North Carolina that provides a cloud-based ERP software application that is designed to specifically meet the unique needs and demands of the aviation aftermarket industry (think suppliers, lessors, and MRO facilities). Our software was built from the ground up by aviation experts for the aviation industry, and is designed to improve productivity, increase efficiency, and reduce costs, giving our customers a competitive edge. AvSight is the future of aviation software.

Job Summary:

AvSight is seeking a customer-centered, technically proficient Salesforce Support Engineer to join our Support team. This role is designed for a Salesforce-savvy problem solver who can jump into escalated cases, untangle technical issues, and support root-cause resolution across complex customer scenarios. While this role is designed for complex escalations, the individual may also assist with day-to-day Salesforce support requests during our transition to more automated support workflows.

This is not a passive support desk role—we’re looking for someone who thrives on cross-functional collaboration, enjoys digging into configuration and code, and wants to build deep product knowledge to become a go-to internal expert.

Key Responsibilities:

- Escalation Management & Technical Support
- Handle a range of Salesforce-related support cases, including configuration topics such as flows, permissions, and page layouts, in addition to more complex escalations.
- Triage and resolve complex support tickets requiring advanced Salesforce knowledge.
- Take ownership of escalated cases from initial investigation through resolution.
- Act as the technical liaison between Support, Product, and Development teams.
- Identify root causes and propose sustainable solutions; document recurring issues for long-term fixes.
- Salesforce Configuration & Troubleshooting




- Review and debug Apex code and Visualforce pages with guidance from the development team.
- Understand and troubleshoot Experience Cloud portals, API integrations, and third-party connector configurations.
- Create and modify Salesforce objects, fields, flows, reports, dashboards, and permission sets to support customer troubleshooting and internal tooling, as needed.
- Customer Interaction & Enablement
- Communicate clearly and empathetically with customers during issue resolution, particularly on high-impact or time-sensitive cases.
- Proactively follow up with customers to ensure resolution satisfaction.
- Document troubleshooting steps, interim solutions, and known issues in the internal knowledge base.
- Internal Support & Continuous Improvement
- Flag and escalate product gaps or bugs to Product and Development.
- Contribute to process improvement and support documentation efforts.
- Assist with onboarding and mentoring of future support hires or contractors.
- Stay updated on the latest Salesforce releases and best practices to recommend and implement improvements that align with business objectives.

Qualifications:

Required :

- 2+ years of experience in a Salesforce technical role (admin, developer, or technical support).
- Strong knowledge of Salesforce configuration, including Flows, Process Builder, permission sets, and page layouts.
- Hands-on experience with Apex (classes, triggers, callouts); able to interpret, debug, and collaborate on code-level issues.
- Proven ability to troubleshoot complex technical problems and own resolution end-to-end.
- Experience communicating directly with customers in a support or consulting context.
- Salesforce Administrator certification.

Preferred :

- Platform Developer I certification.
- Familiarity with Visualforce (VF), including reading and lightly modifying VF pages.
- Experience with Experience Cloud, custom portals, and Salesforce integrations (REST/SOAP APIs).
- Familiarity with Jira and case management via Salesforce Service Console.
- Background in SaaS or ERP systems, ideally within the aviation or aftermarket industries.

📌 Salesforce Support Engineer (Remote) (Ciudad de México)
🏢 AvSight
📍 Ciudad de México