Embark on an extraordinary journey with us at Innovative Skincare, home of the renowned iS CLINICAL cosmeceutical brand. We are not just about creating groundbreaking skincare products; we are about creating chemistry that extends beyond the lab – a dynamic synergy between our products and our people.
At Innovative Skincare, we believe in a unique formula: the perfect blend of professional expertise and cultural harmony. This philosophy fuels our brand’s continuous growth and empowers each member of our team. We are more than a company; we are a community bound by passion, dedication, and a deep love for what we do, crafting an atmosphere that is as vibrant and energizing as our products.
Who we are: Discover a world where skincare innovation meets scientific excellence at Innovative Skincare, a globally acclaimed leader in high-performance cosmeceuticals. Our journey is rooted in the relentless pursuit of creating skincare products that are not only effective but transformative. At the heart of our brand is the iS CLINICAL line, renowned for its fusion of nature’s finest ingredients with cutting-edge science. We are driven by a deep understanding of skin biology and a passion for unlocking the secrets of skin health and rejuvenation.
Our ethos is built on the pillars of innovation, integrity, and excellence. Our team members at Innovative Skincare are part of a company that is shaping the future of skincare, where your work contributes to the well-being and confidence of people globally. Join us and be a part of this exciting alchemy where your talent meets our vision, creating a world of pure chemistry!

QUALIFICATIONS:

• Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent work experience.
• 2–5 years of experience in Tier 2 technical support or business applications support roles.
• Salesforce Administrator Certification or Trailhead Superbadges a plus.
• Experience supporting ERP systems (Microsoft Dynamics GP preferred).
• Familiarity with Salesforce, ERP (Dynamics GP), Shopify, Smartsheet, and Power BI.
• Familiarity with reporting tools (Power BI, SharePoint).
• Exposure to automation platforms and light scripting.
• Strong troubleshooting and analytical skills.
• Ability to explain complex technical issues in plain terms to a diverse user base.
• Comfort working both independently and collaboratively with cross-functional teams.
• Knowledge of cloud-based systems, integrations, and basic workflow automation tools (e.g., Power Automate).
• Strong documentation and organizational skills.

PHYSICAL REQUIREMENTS:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 30 pounds at times.
  Our company is dedicated to providing equal employment opportunities and embraces diversity and inclusion in our workplace. All eligible candidates will be considered for employment without bias towards their race, ethnicity, religion, gender, gender identity or expression, sexual orientation, national origin, genetic information, disability, age, or veteran status.
  Following the Fair Chance Initiative for Hiring Ordinance, our hiring process is inclusive of candidates with criminal histories, ensuring fairness and equality in accordance with California’s employment laws.
  Adhering to the requirements of California’s law on salary transparency, the salary bracket for this role is set between $65,000 and $72,000 annually. The offered salary may be adjusted based on various factors such as the applicant’s qualifications, skills, and professional experience.
  Benefits: 401k, 401k Matching, Life, Dental, Vision, Health, HSA, FSA, PTO
  Salary Range:
  $65,000 to $72,00

ABOUT THE ROLE:

The Tier 2 Tech Support & Business Applications Support Specialist is a split role supporting both end-user technical issues and the day-to-day operations of critical business platforms, including Salesforce, Shopify, ERP, and project management tools such as Smartsheet.
Reporting to the Director of IT, this role blends Tier 2 technical troubleshooting with configuration, user support, and administration across a portfolio of enterprise systems.
The position is onsite in Burbank, CA and part of the broader helpdesk and ERP/Data team.

RESPONSIBILITIES:

Technical Support (Tier 2 Focus):

• Provide timely resolution of hardware, software, and system access support issues in a Windows and Mac environment.
• Work closely with users to identify problems, research solutions, and implement fixes.
• Document user interactions, resolutions, and SOP deviations.
• Coordinate vendor support as needed for issue escalation.
• Assess and resolve helpdesk tickets with a focus on continuous improvement.

Business Applications Administration Support:

• Salesforce: Assist in user management, basic configuration, data imports, dashboard/report setup, and general support.
• ERP (Microsoft Dynamics GP): Support daily operations, help troubleshoot application issues, and assist with monthly and year-end system activities.
• Shopify: Provide technical and user-level support for ecommerce activities, help manage data sync between systems, and troubleshoot storefront issues, escalate and collaborate with Platform Engineering for higher level issues.
• Smartsheet/Project Tools: Collaborate with business stakeholders to track, coordinate, and support IT-related project plans and system rollouts.
• Power BI & Reporting: Assist in running ad hoc reports or providing support for dashboard views requested by departments.

System Coordination & Integration Support:

• Support data consistency across integrated systems (e.g., Salesforce, ERP, Shopify).
• Escalate system integration issues for resolution while documenting patterns.
• Participate in the testing and validation of updates or patch cycles.

Training, Documentation & Compliance:

• Assist with user training on supported systems and tools.
• Maintain system documentation and knowledge base articles and suggest additions based on common user issues.
• Support user access management aligned with IT security best practices.
• Other duties as assigned.