Role Overview

The Customer Portals Support Specialist plays a pivotal role in providing technical and operational expertise for our customer-facing portals. Operating at the intersection of business operations, CRM architecture, and enterprise software delivery, this individual collaborates closely with cross-functional business stakeholders, Salesforce platform leads, and software engineering teams.

What You Will Do

This position is responsible for scoping requirements, troubleshooting production issues, monitoring interfaces, driving user adoption, and maintaining documentation to ensure a seamless, high-availability customer experience.

Why It Might Be a Fit

The ideal candidate will have strong technical skills, excellent communication and stakeholder management skills, and a problem-solving mindset with a demonstrated ability to manage concurrent priorities in a quick-paced enterprise environment.

Requirements

- Domain & Platform Expertise: Serve as the functional and technical Subject Matter Expert (SME) for the SunocoNet customer portal ecosystem across internal teams and external customers.
- Requirements & Solution Scoping: Partner with business units to capture requirements for portal feature enhancements, translating business logic into actionable technical specifications and user stories.
- Production Support: Manage and resolve escalated daily support tickets,



investigating complex system anomalies, integration failures, and data discrepancies.
- Identity & Access Governance: Oversee customer portal user provisioning, Single Sign-On (SSO) authentication flows, role-based access controls (RBAC), and security policy configurations.
- System Observability & Monitoring: Proactively monitor web application health, microservice interfaces, webhooks, and automated batch jobs; manage alert escalations to prevent downtime.
- Data Analysis & SQL Research: Execute SQL queries and perform database research across enterprise data stores for troubleshooting, operational reporting, and data integrity audits.
- Quality Assurance & UAT: Perform functional testing for new portal deployments, bug fixes, and feature releases; co-facilitate User Acceptance Testing (UAT) with business stakeholders.
- Salesforce Ecosystem Collaboration: Partner directly with the Salesforce team on cross-platform data flows, Experience Cloud/Service Cloud integrations, shared testing cycles, and release management.
- Enablement & Documentation: Develop technical support manuals, API/workflow documentation, standard operating procedures (SOPs), and end-user training resources.

Benefits

- Competitive Benefits
- Meaningful Extras
- Unmatched Value

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📌 IT Application Support Specialist – Customer Portals (Calgary)
🏢 Parkland
📍 Calgary