IT Product Support Specialist (Salesforce)

About the role

The IT Product Support Specialist will join Great Minds' Service Desk team, reporting to the Senior Manager, Service Desk. Working remotely from the District of Columbia, you will be the first point of contact for users of enterprise business applications such as Salesforce, NetSuite, and other SaaS tools.

Key responsibilities

• Receive, triage, and resolve Tier 1 and Tier 2 support tickets for multiple business units (Sales, Finance, HR, Operations).
• Identify user issues, reproduce problems, and provide work‑arounds or solutions.
• Escalate bugs, configuration requests, or complex incidents to the appropriate product or engineering teams.
• Document recurring issues, create knowledge‑base articles, and track resolution metrics.
• Collaborate with internal stakeholders to ensure smooth operation of critical SaaS applications.

Required profile

• Experience supporting enterprise SaaS applications in a corporate environment.
• Strong communication skills and ability to work with cross‑functional teams.
• Detail‑oriented with a focus on accurate ticket documentation.

Required skills

• Salesforce
• NetSuite

What we offer

• Remote work flexibility.
• Opportunity to contribute to high‑impact educational products.
• Collaborative, mission‑driven culture.