English Level: High Intermediate (Versant C2)Position OverviewWe are looking for a Salesforce Application Support Analyst (Tier 2) to provide technical and application support for enterprise users.
This role focuses on troubleshooting incidents, managing user access, resolving application issues, and collaborating with technical teams to ensure high-quality support services.
Prior Salesforce experience is not required; candidates with strong application support skills and a willingness to learn Salesforce are encouraged to apply.Required SkillsExperience in Application Support, Service Desk, or Technical Support environmentsStrong troubleshooting and problem-solving skillsUnderstanding of operating systems, enterprise applications, and user access managementExperience with incident management and ticketing systemsKnowledge of authentication, permissions, and access controlsFamiliarity with incident prioritization, escalation processes, and SLA managementAbility to analyze issues, identify root causes, and document findingsStrong verbal and written communication skillsAbility to support multiple incidents in a fast-paced environmentStrong attention to detail and collaboration skillsNice to HaveExperience supporting SaaS or cloud-based applicationsExposure to CRM platformsKnowledge of Active Directory or Microsoft Entra IDUnderstanding of SSO, MFA, APIs, or SQLExperience with Jira, ServiceNow,



or similar toolsITIL Foundation or Salesforce Administrator certificationWhat You'll LearnSalesforce platform fundamentals and administrationUser access and security managementData management and troubleshooting within SalesforceIntegrations, APIs, and Salesforce support processesSalesforce environments, deployments, and platform best practicesKey ResponsibilitiesProvide technical and application support for end usersInvestigate, troubleshoot, and resolve application incidentsPerform user access, authentication, and permission-related supportDocument issues, resolutions, and troubleshooting activities in ticketing systemsEscalate complex issues to appropriate support teams when requiredMeet SLA and KPI targets while delivering excellent customer serviceCollaborate with Tier 2, Development, and other technical teamsCreate and maintain knowledge articles and support documentationIdentify recurring issues and recommend process improvementsContinuously develop Salesforce knowledge and technical expertiseIdeal Candidate: A customer-focused support professional with strong troubleshooting skills, experience in application support environments, and a passion for learning new technologies, including Salesforce.Other ConsiderationsTata Consultancy Services is an equal opportunity employer, our commitment to diversity & inclusion drives our efforts to provide equal opportunity to all candidates who meet our required knowledge & competency needs, irrespective of any socio-economic background, race, color, national origin, religion, sex, gender identity/expression, age, marital status, disability, sexual orientation or any others.
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📌 Salesforce Application Support – Tier 2 (Monterrey)
🏢 Tata Consultancy Services
📍 Monterrey