Position: Application Support Specialist - Senior Location: Toronto - Onsite

Salesforce & SaaS Platform Knowledge o Experience supporting Salesforce-based applications o Familiarity with Salesforce ecosystem (objects, workflows, flows, permissions, reports, dashboards)

Incident & Ticket Management Demonstrated ability to: Manage ticket queues and SLAs Prioritize incidents based on impact/urgency Escalate appropriately while ensuring closure quality Maintains clear, searchable knowledge base entries

Customer Support & Service Orientation Proven experience providing end-user support in a SaaS environment Strong customer-first mindset Ability to manage high-pressure situations and user expectations

Identity & Access Management Identity-directory administration (e.g., Microsoft Entra ID): security groups, B2B guest invitations, approver / Entitlement Management Hardware authentication token (FIDO2) lifecycle management