Provide first-level response and initial troubleshooting for new Salesforce support tickets, with a focus on Service Cloud issues.

Assist with 'New User' setup and 'How-to' questions within Salesforce, aiming for first-touch resolution whenever possible, particularly within the Service Cloud environment.

Provide frequent, meaningful, and high-quality updates within support tickets, ensuring clear communication and managing expectations, especially for Service Cloud-related cases.

Administer and configure the SentinelOne Salesforce.com GovCloud instance, with a primary focus on Service Cloud, including case management, knowledge base, automation tools, and service console configuration.

Implement, maintain, and optimize Service Cloud features such as case routing rules, assignment rules, email-to-case, Omni-Channel, chat, knowledge management, and customer portals.

Configure and manage Salesforce declarative tools (Flows, Validation Rules) to automate service processes, improve agent efficiency, and enhance the customer experience.

Develop and maintain integrations between Salesforce and other systems using Salesforce APIs, web services, middleware, and third-party applications to support service operations.