CRM Support Analyst – Salesforce (Mid/Senior)
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Job Description
Technical Support Analyst ensuring stability and availability of Salesforce platforms. Engaging with technical issues, system integrations, and maintaining operational documentation in the company.
Responsibilities:
- Provide technical support and maintenance for Salesforce platforms, including Sales Cloud, Service Cloud, and Marketing Cloud, ensuring stability, availability, and operational continuity.
- Handle incidents, service requests and technical issues, performing detailed analysis, troubleshooting, and resolution within established SLAs.
- Investigate systemic failures, integration errors and unexpected behaviors in the Salesforce platform, identifying root causes and applying fixes or mitigations.
- Perform technical configurations and adjustments in the platform, including objects, fields, permissions, automations, flows and business rules.
- Support the analysis and maintenance of integrations between Salesforce and other corporate systems.
- Provide technical support for journeys, automations and components in Marketing Cloud, assisting in identifying and resolving failures in campaigns, integrations and automations.
- Interact with development, architecture and business teams to understand issues and implement improvements.
- Participate in knowledge transfer processes for new projects or features entering production.
- Monitor and analyze logs, execution errors and automated flows, ensuring the platform functions correctly.
- Keep technical and operational documentation up to date, contributing to continuous improvement of the support operation.
Requirements:
- Experience providing technical support/maintenance for Salesforce in production environments.
- Technical knowledge of Salesforce Sales Cloud and/or Service Cloud.
- Experience with Salesforce Marketing Cloud, particularly with automations, journeys or integrations.
- Knowledge of technical configuration of the Salesforce platform (objects, fields, layouts, profiles, permissions, flows and validation rules).
- Experience in technical troubleshooting, log analysis and incident investigation in CRM environments.
- Knowledge of system integrations, APIs and data exchange between applications.
- Experience with ticketing/ITSM tools (ServiceNow, Jira, Zendesk or similar).
- Analytical ability to diagnose technical problems and collaborate with development teams.
Benefits:
- Culture of equality
- Diversity and inclusion
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