Application Support Specialist - Salesforce (f/m/d)

Summary

Are you a Salesforce enthusiast who enjoys solving problems, supporting users, and making business applications work better every day?

At Hexagon, we are looking for an Application Support Specialist – Salesforce to join our global IT Customer Engagement team, supporting our Waygate Technologies division.

In this role, you will be the go-to expert for Salesforce application support, helping business users navigate technical challenges, resolve incidents, and improve the reliability of our commercial application landscape.

You will work across a connected ecosystem including Salesforce, ServiceNow, SAP CPQ, Oracle, and ServiceMax, collaborating with international teams to ensure seamless business operations.

This is an excellent opportunity for someone who combines strong Salesforce knowledge with a customer-focused mindset and enjoys taking ownership of issues from start to finish.

Job Responsibilities

Salesforce Application Support & Administration

• Provide first- and second-line support for Salesforce Sales Cloud and/or Service Cloud, troubleshooting user issues and resolving technical challenges.

• Manage Salesforce user access, permissions, roles, profiles, and licence assignments.

• Investigate and maintain Salesforce configurations, including flows, validation rules, page layouts, and approval processes.

• Support data quality initiatives, reporting, dashboards, and approved data corrections.

• Assist with application support across SAP CPQ, ServiceMax, and connected business systems.

Incident & Service Request Management

• Take ownership of incoming incidents and service requests through ServiceNow, ensuring timely resolution in line with agreed SLAs.

• Diagnose application issues, identify root causes, and coordinate escalations with developers, administrators, and external vendors.

• Communicate effectively with business users, providing clear updates and practical solutions.

• Monitor ticket queues, prioritise requests, and ensure a high standard of service delivery.

Continuous Improvement & Knowledge Sharing

• Identify recurring issues and contribute to long-term solutions that improve application performance and user experience.

• Create and maintain knowledge articles, troubleshooting guides, and support documentation.

• Analyse support trends and recommend opportunities for process optimisation.

• Collaborate with global IT and business teams to support continuous improvement across the Customer Engagement application landscape.

Qualifications

• 3–5 years of experience in application support, ideally supporting enterprise business applications.

• Strong hands-on Salesforce experience, particularly Sales Cloud and/or Service Cloud, including administration, configuration, and troubleshooting.

• Experience working with IT service management tools, ideally ServiceNow, including incident management, service requests, and SLA tracking.

• Good understanding of Salesforce user management, permissions, workflows, validation rules, reports, and dashboards.

• Strong analytical and problem-solving skills, with the ability to investigate technical issues independently.

• Excellent communication skills and a genuine passion for helping business users.

• Understanding of ITIL principles, change management, and structured support processes.

• Fluent English and confidence working with international stakeholders.

• A degree in IT, Computer Science, Business Information Systems, or equivalent practical experience.

Nice to Have

• Experience supporting SAP CPQ, ServiceMax, or Oracle applications.

• Salesforce Administrator certification.

• Familiarity with SOQL, Salesforce Data Loader, APIs, or integration troubleshooting.

• Experience with Salesforce DevOps tools such as AutoRABIT, Copado, or Gearset.

• ITIL Foundation or ServiceNow certification.

• Experience in manufacturing, industrial technology, or international enterprise environments.

• Additional European language skills.

We Offer

• Friendly within a collaborative, international organisation.

• The opportunity to support business-critical applications for Hexagon's Waygate Technologies division.

• Real ownership and responsibility within a global IT Customer Engagement team.

• Opportunities to grow your career in Salesforce administration, business analysis, or quality assurance.

• Support for continuous learning, professional development, and relevant certifications.

• Collaboration with talented colleagues across multiple countries and business functions.

• The stability of a global technology leader combined with opportunities to contribute to digital transformation.