Application Support Supervisor (HYBRID) - Rapid Progression

Join the Solar For All Revolution!

We are seeking an experienced Application Support Supervisor to join our team. The successful candidate will be primarily responsible for providing comprehensive support for Salesforce and other third-party SaaS systems. This role will involve supervising Level 1 and Level 2 support queues, ensuring timely and effective resolution of issues, and escalating complex problems to the Level 3 Applications development team. Additionally, this individual will play a vital role in communicating with Product Managers and the Enterprise Application Management team to ensure seamless operation of our systems.

This is a HYBRID position that will be based in Houston (approx 2 days per week in office, 3 days remote). Some travel may be required.

Key Responsibilities

• Oversee Level 1 and Level 2 support queues for Salesforce and other third-party systems, communicating with Product Managers and the Application Development team to prioritize support activities and ensure a seamless end-to-end resolution process
• Troubleshoot and resolve escalated support issues, demonstrating a strong focus on customer service and maintaining a proactive and empathetic approach to addressing user concerns
• Ensure compliance with IT policies, procedures, and best practices, driving adherence to security protocols and data governance standards
• Develop and maintain support documentation, including knowledge base articles and standard operating procedures, to facilitate effective support and problem-solving
• Identify opportunities for process improvement and optimization within the support function, driving initiatives to enhance efficiency and effectiveness
• Participate in cross-functional projects and initiatives as required, representing the support team's interests and contributing to the overall success of the organization
• Fully understand, support, manage Salesforce and Salesforce processes and provide insight into best practices
• Stay up-to-date on the latest Salesforce.com releases, technologies, applications, and integrations
• Manage standard and custom objects, such as pages, fields, formulas
• Add and update workflows, rules, formulas, and triggers to manage standard and custom objects
• Ensure issues are identified, tracked, reported and resolved within a timely manner
• Maintain user roles, profiles, security, and access
• Support integrations of Salesforce third party applications

Education/Experience

• Bachelor's degree in (e.g., computer science, computer/software engineering, or similar) and Salesforce Administrator/Developer Certification preferred
• 3-5 years' experience of Salesforce org administration
• Strong working knowledge of Salesforce.com platform
• Experience with SFDC Data Loader/JitterBit is preferred
• Experience with Process Builder and Flows is required
• Experience with Salesforce Lightning and Lightning App Builder is preferred
• Experience creating and/or updating Visualforce pages is preferred
• Proficiency with Google Workspace preferred
• Experience with Docusign and Drawloop integrations is a plus
• Experience with Eclipse IDE is a plus
• Knowledge of Apex programming is a plus
• FreshService Support System is a plus

About PosiGen

PosiGen is a people-centric, rapidly growing residential solar company committed to making Solar For ALL a reality. We aim to simplify solar, improve home efficiency, and generate opportunities for the underserved through our first of its kind, no credit check, guaranteed savings solar leasing program.

As employees at PosiGen, we are passionate about furthering our mission of Solar For ALL. At PosiGen, we celebrate the individual and foster an environment where employees can be their true self. We strive to live every day by our values:

• Act with Integrity
• Be Humble, Be Kind
• Collaborate and Seek to Understand
• Deliver on our Promises
• Engage Passionately

PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other factor protected by applicable federal, state or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act in order to participate in the search process should notify the Office of Human Resources.