Docplanner is hiring a Salesforce Support Administrator to serve as the critical bridge between our global operations teams and the Salesforce technical team. You will own the support board and provide high-quality, first-level support to internal users, ensuring smooth platform operation and data integrity.
What You'll Do
- Own the support Salesforce board, acting as the primary link between global operations and the Salesforce technical team.
- Provide high-quality support to internal users via our ticket system and act as the first point of contact for Salesforce issues.
- Troubleshoot bugs, manage user access, and handle analytics requests approved by operations.
- Customize Salesforce fields, page layouts, record types, search, list views, queues, reports, and dashboards.
- Manage mass imports, updates, and exports of data, ensuring data integrity, security, and performing required audits.
- Analyze incoming tickets to determine if issues are system bugs, data problems, or process gaps.
- Escalate confirmed bugs promptly and guide users when issues are process-related.
- Manage operational requests, change requests, and troubleshoot platform issues.
- Work with diverse user groups and business leaders, assisting in training for new features and rollout.
- Proactively identify recurring trends to suggest training or process improvements.
- Assist in developing and maintaining documentation on processes, policies, application configuration, and help materials.
- Ensure tech requests are communicated to the Product Manager on time for action.
What We're Looking For
- 2+ years of hands-on experience with Salesforce Sales Cloud and Service Cloud.
- Solid understanding of the Salesforce platform and its administration.
- Salesforce Administrator Certification.
- Strong understanding of security and access best practices (profiles, permission sets, roles, sharing rules).
- Proficiency with data management tools (Data Loader, Workbench, Inspector) and data upload techniques.
- Working knowledge of relational database design concepts and data management.
- Ability to troubleshoot system, process, and data issues effectively.
- Strong analytical and problem-solving skills.
- Understanding of business processes and how they translate into system configuration.
- Experience working with international teams.
- Basic knowledge of Agile methodologies and processes.
- Excellent communication skills; team-oriented, open to discussion, and hands-on.
- Fluent in English and Spanish.
Nice to Have
- Platform App Builder Certification.
- Experience working with API integrations, Salesforce migrations, and basic Apex.
Technical Stack
- Salesforce Sales Cloud
- Salesforce Service Cloud
- Data Loader
- Workbench
- Inspector
- API integrations
- Apex
Team & Environment
You will report to Angelica Perez Celini and collaborate with a global team. Our culture focuses on results, thinking like an owner, keeping things simple and lean, being respectful and radically honest, and fostering a learning mindset in a global and inclusive environment.
Benefits & Compensation
- Healthcare insurance
- Wellness support including gym memberships and mental health resources
- Comprehensive time off policy covering vacation, birthday, and recharge days
- Local perks depending on location (e.g., meal vouchers, transport allowances, extended parental leave)
- Career growth opportunities
- Global team environment
- Flexible work arrangements
Work Mode
This role offers a hybrid work mode and is open to candidates in Barcelona, Warsaw, Curitiba, Rio de Janeiro, Mexico City, Bogotá, Munich, Rome, and Bologna.
We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all walks of life, regardless of gender, disability, or background, and are dedicated to fostering an inclusive workplace where everyone feels valued and empowered to contribute.
