TierPoint Benefits Overview

Leads Salesforce platform governance, configuration, enhancements, backlog prioritization, release planning, and roadmap management. Partners with architects, technology teams, business stakeholders, and senior leaders to define requirements, solve complex process problems, mitigate delivery roadblocks, and improve end-to-end business outcomes. Oversees application lifecycle activities, process performance, troubleshooting, root-cause analysis, and solution implementation while providing informal team leadership and strategic guidance.

Provides 24x7 operational support for managed Linux customer environments, including installation, incident resolution, patching, escalation support, documentation, customer communication, and process automation. Collaborates with operations and architecture teams to maintain service availability and resolve high-severity incidents.

Provides first-line global help desk support for incidents, desktop issues, and proprietary applications. Receives calls, creates and updates tickets, troubleshoots issues using technical documentation, monitors service queues and SLAs, dispatches providers, manages escalations, documents resolutions, and communicates with customers and engineering teams. Supports knowledgebase maintenance and internal system monitoring while delivering professional customer service.