Sales force admin and Support Engineer

Key Responsibilities:
• Salesforce Support Operations: to troubleshoot, resolve, and document issues related to the Salesforce platform (Sales Cloud, Service Cloud, CPQ, Experience Cloud, Marketing Cloud, etc.).
• Incident and Problem Management: Oversee the resolution of incidents, ensuring timely response, root cause analysis, and communication with stakeholders.
• User Support and Training: Provide technical support to Salesforce users across the organization, resolving escalated support tickets and offering guidance on best practices.
• Customization and Configuration: Assist in the configuration and customization of Salesforce features, including flows, validation rules, process builders, and custom objects.
• Release Management: Manage Salesforce updates and releases, ensuring that all customizations and integrations remain functional after new versions or patches.
• Compliance and Security: Ensure that Salesforce deployments comply with security policies, data governance standards, and regulatory requirements.
• Collaboration: Work closely with stakeholders across various departments (Sales, Marketing, Customer Support) to ensure alignment and to deliver improvements and enhancements on the Salesforce platform.

Key Qualifications:
• Experience: 4+ years of Salesforce experience, with Salesforce support and administrator.

Must have hands-on support experience on Sales Cloud, Service Cloud and CPQ

• Certifications:

Salesforce Administrator and Salesforce Platform App Builder certifications are required.

• Technical Skills:
  • Proficiency in Salesforce configuration (flows, process builder, validation rules, profiles, permissions).
  • Experience with Apex, SOQL, and custom development is a plus.
  • Knowledge of Salesforce integration tools (MuleSoft, Salesforce Connect, etc.).
  • Understanding of release management and sandbox environments.
  • Problem-Solving: Strong analytical and troubleshooting skills to resolve technical issues and drive improvements.
  • Leadership: Proven ability to lead, mentor, and manage a team of technical professionals.
  • Communication: Excellent communication and interpersonal skills to collaborate with both technical and non-technical stakeholders.
  

Preferred Qualifications:
• Experience with multi-org environments (managing teams in different timezone) and complex Salesforce architecture.
• Experience with agile methodologies and tools such as ADO, SNOW, Jira or Trello.
• Experience working with third-party Salesforce apps (e.g., Copado, Marketing Cloud, etc.).
• Knowledge of Salesforce governance, compliance, and security best practices.