Job Description
Job description (CRM / Financial Force-Certinia)
Salesforce Level 2/Level 3 Product Support Analyst
The individual in this role will be responsible for providing advanced technical support for Salesforce applications, handling complex issues that require in-depth knowledge of system architecture, configurations, and integrations. As part of the Level 3 support team, the person will collaborate closely with both technical teams and business users to ensure the stability and performance of these systems.
Service Delivery
Troubleshooting and resolving advanced technical issues related to Salesforce applications, including complex configurations.
Analyzing and diagnosing root causes for issues escalated from Level 1 and Level 2 support teams, implementing long-term solutions to prevent recurrence.
Handling system configurations, upgrades, and patches to ensure seamless operations.
Managing integrations between Expensify, Salesforce, and other third-party systems, resolving related technical challenges.
Responsibilities
Act as the subject matter expert for Salesforce, providing deep technical expertise and guidance for problem resolution.
Collaborate with development, infrastructure, and database teams to address system issues, integrations, and configurations.
Implement system enhancements, upgrades, patches, and fixes based on vendor guidelines, ensuring minimal disruption to business operations.
Maintain and improve security configurations within Salesforce, ensuring compliance with security protocols and best practices.
Conduct root cause analysis on critical incidents, developing preventive measures and optimizing system stability.
Assist in data migration tasks and troubleshoot issues related to data integrity, reports, and queries.
Providing guidance to Level 1 and Level 2 support teams for improved issue resolution efficiency.
Qualifications
Experience: 4+ years of experience in Level 2 or Level 3 technical support, with a strong focus on Salesforce.
Technical Skills:
Proficient in Salesforce administration, including customizations, automation, and integrations.
Experience with Spring Boot–based microservices integrated with Salesforce, deployed across AWS and GCP environments. Skilled in managing CI/CD pipelines and containerized deployments. Knowledge of cloud infrastructure to ensure scalability, security, and operational efficiency.
Experience with CI/CD processes and hands-on knowledge of Java, HTML, CSS, SQL, and APEX.
Strong expertise in API integrations and troubleshooting synchronization issues between Salesforce and other enterprise applications.
In-depth understanding of system security, user roles, permissions, and compliance within Salesforce environments.
Familiarity with scripting and automation tools to enhance system performance and efficiency.
Good to have experience in developing AI based solutions.
Soft Skills:
Excellent problem-solving skills with the ability to analyze and resolve complex issues.
Strong communication skills to interact effectively with technical teams and business users.
Ability to work independently and as part of a team in a fast-paced environment.
Strong documentation skills to ensure knowledge sharing and process standardization.
This role offers an opportunity to work in a dynamic environment, providing critical technical support for business applications and driving continuous improvements in system performance and efficiency.
