As a Salesforce Support Analyst, you will provide front-line and advanced support for the enterprise Salesforce platform, ensuring stable operations, high user satisfaction, and fast resolution of service requests and incidents. This role is responsible for managing Service Cases, Admin requests, and technical support across multiple Salesforce clouds and integrations.
In addition to strong functional support skills, this role requires hands-on Salesforce development experience and a solid understanding of CI/CD deployment processes, enabling effective troubleshooting across configuration, code, and release pipelines. You will work closely with Developers, Admins, Architects, Product Owners, and DevOps teams to ensure platform reliability and continuous improvement.
Your work will directly impact business continuity, user productivity, release stability, and overall platform trust.
Primary Duties
- Salesforce Service Case & Incident Management
- Own and manage incoming Salesforce Service Cases related to incidents, service requests, and enhancements.
- Ensure timely triage, prioritization, resolution, and communication with business users in accordance with SLAs and support standards.
Salesforce Administration Support
- Handle daily Salesforce Admin requests including user management, profiles, permission sets, roles, queues, validation rules, flows, page layouts, and reports.
- Provide configuration-level fixes and enhancements while ensuring alignment with platform governance and security standards.
Salesforce Development & Technical Support
- Assist in debugging, unit test failures, deployment issues, and post-release defects across lower and higher environments.
CI/CD, Release & Environment Support
- Support CI/CD pipelines, sandbox environments, and release activities including validation, smoke testing, and deployment verification.
- Collaborate with DevOps teams to investigate and resolve build failures, deployment errors, and environment synchronization issues.
Documentation, Knowledge Management & Continuous Improvement
- Create and maintain support documentation, standard operating procedures (SOPs), and user-facing knowledge articles.
- Identify recurring issues and recommend process and automation improvements to reduce support volume and improve platform stability.
Minimum Qualifications
- Holds a BS/BTech degree (or higher)
- 2+ years of experience supporting enterprise Salesforce platforms.
- Experience with Salesforce Administration, including security, automation, and configuration.
- Proven experience managing Service Cases, incidents, defect triage, and user support in an enterprise environment.
Preferred KSA’s
- Experience working in Healthcare, Financial Services, or other regulated industries.
- Exposure to DevOps tools, source control, and automated testing frameworks.
- Strong customer service mindset with excellent communication and stakeholder management skills.
- Practical Salesforce development experience with Lightning Web Components (LWC).
- Experience in CI/CD pipelines, sandbox strategies, and release management processes.
- Troubleshooting skills across configuration, code, integrations, and data layers.
Domain Specific Experience
- Strong communication skills, both written and verbal, with the ability to explain technical issues to business users.
- Proven ability to work collaboratively with Developers, Architects, Product Owners, and DevOps teams.
- Strong documentation, organization, and time-management skills.
Physical Requirements
- Sitting for prolonged periods of time. Extensive use of computers and keyboard. Occasional walking and lifting may be required.
