Responsibilities
- Triage, investigate, and resolve incoming support requests via HubSpot and Jira workflows, serving as the primary operational support for Salesforce environments and the client’s managed package.
- Reproduce reported issues and validate potential product defects utilizing Salesforce scratch orgs, identifying viable configuration workarounds prior to engineering escalation.
- Execute core operational tasks within Salesforce, including configuring net new customer environments, performing sandbox refreshes, and processing customer deprovisions.
- Document comprehensive investigation steps, troubleshooting outcomes, and technical findings within Jira tickets, adhering to internal P0-P3 prioritization guidelines and established escalation paths.
- Support operational readiness for product releases by validating changes in internal environments and executing precise pre-install and post-install steps for customer upgrades.
- Monitor production issue alerts utilizing internal tooling such as Windmill, investigating system log errors and Salesforce debug logs to facilitate timely resolutions.
- Perform occasional data management tasks, including data loading, data corrections, and data resyncing, to maintain accurate and functional customer environments.
- Manage API credentials and troubleshoot fundamental integration issues involving REST APIs and JSON formats, specifically addressing authentication errors, payload issues, and field mapping.
- Develop and maintain an in-depth understanding of the AgentSync managed package, complex data models, and core workflows to effectively troubleshoot configurations without relying on deep codebase debugging or SOQL/SOSL queries.
- Coordinate seamlessly with engineering teams for complex issues requiring deeper investigation, translating technical findings into clear, actionable insights for both technical and non-technical stakeholders.
Requirements
- Intermediate proficiency in Salesforce administration fundamentals, including a working knowledge of objects, fields, flows, permissions, and user interface navigation.
- Intermediate experience utilizing Jira for ticket triage, categorizing requests, documenting investigation steps, and managing escalation workflows (familiarity with HubSpot for ticket intake is advantageous).
- Familiarity with common integration troubleshooting concepts, specifically involving REST APIs, JSON data formats, authentication errors, payload issues, and field mapping.
- Basic understanding of Salesforce debug logs, system log analysis, and internal monitoring tools (such as Windmill) for operational issue resolution, focusing on configuration rather than deep codebase debugging (no Apex, SOQL, or SOSL experience required).
- Experience performing basic data loading, data corrections, and API credential creation within complex data models.
- Strong written communication skills, with the proven ability to clearly summarize technical issues, ask effective clarifying questions, and translate technical findings for non-technical stakeholders.
- Ability to strictly adhere to defined escalation paths and internal support processes for prioritizing and resolving P0-P3 tickets.
- Capacity to quickly learn and support complex managed packages, proprietary data models, and core product workflows.
- Demonstrated experience supporting product release cycles, including the execution of pre-install and post-install steps, and validating changes in internal environments.
- Familiarity with specialized customer operational tasks, such as executing Net New Customer (NNI) implementations, managing customer deprovisions, and performing data resyncs.
- Previous background operating within a tiered support structure, specifically receiving and investigating escalated issues from Tier 1 support teams.
- Proven ability to independently identify and formulate potential system workarounds for validated product defects prior to engineering escalation.
- Demonstrated ability to troubleshoot and validate reported issues, including recreating bugs, managing sandbox refreshes, creating scratch orgs, and configuring customer environments.
Nice to Have
- Salesforce Administrator certification
Additional Information
- Professional development opportunities with international customers.
- Collaborative work environment.
- Career paths and mentorship programs that will lead to new levels.
