Salesforce Administrator

We are seeking a Support Engineer to provide operational, functional, and application support for our Deal Management ecosystem, including Salesforce‑based platforms and related sales systems. This role will serve as the first line of support for user issues, data inquiries, and system troubleshooting across global business teams.

The engineer will play a key role in stabilizing day‑to‑day operations, managing ticket flow, and introducing structure into a currently informal support model. This position is part of an initiative to reduce development‑team load, improve user experience, and build a scalable L1/L2 support framework for the future.

• Serve as the primary point of contact for day‑to‑day user queries, system issues, and functional questions across Deal Management platforms.
• Diagnose and resolve application issues, escalating complex technical cases to development or product teams as appropriate.
• Manage and triage incoming support tickets (~3200/year across core systems), ensuring timely response and resolution.

• Perform Salesforce administrative updates including configuration changes, permission updates, role/visibility adjustments, and troubleshooting.
• Handle non‑self‑service requests such as bulk data loads, mass updates, data cleanup, and corrections using tools like Salesforce Data Loader.
• Investigate and resolve data integration, synchronization, and quality issues across Salesforce and connected upstream/downstream systems.
• Monitor system jobs, data pipelines, and error queues, applying remediation steps or escalation as required.

• Partner with operations, sales, and finance stakeholders to understand pain points and ensure smooth adoption of system functionality.
• Conduct training sessions or quick walkthroughs for new features, common scenarios, and best‑practice system usage.
• Support release cycles by validating new functionality, testing enhancements, and ensuring readiness before deployment.

• Strong analytical and problem‑solving abilities with experience diagnosing application and data issues.
• 8-10 years of hands‑on Salesforce administration experience (configuration, validation rules, workflows, profiles/permissions, reporting, dashboards).
• Proficiency in data management tools such as Salesforce Data Loader for bulk operations.
• Demonstrated experience supporting business operations or production environments with high ticket volumes.
• Strong communication skills with the ability to explain technical concepts to business stakeholders clearly and effectively.

• Experience supporting sales operations, deal management workflows, or commercial data ecosystems.
• Familiarity with resolving integration or API‑related issues between Salesforce and external systems.
• Background contributing to support model implementations (L1/L2 structures, SOPs, triage processes). xcfaprz
• Experience with knowledge‑base creation, documentation, and service‑delivery improvements.