Job Description (Financial Force-Certinia)
(Financial Force-Certinia) Level 2/Level 3 Product Support Analyst
The individual in this role will be responsible for providing advanced technical support for Salesforce applications, handling complex issues that require in-depth knowledge of system architecture, configurations, and integrations. As part of the Level 3 support team, the person will collaborate closely with both technical teams and business users to ensure the stability and performance of these systems.
Service Delivery
- Troubleshooting and resolving advanced technical issues related to Salesforce applications, including complex configurations.
- Analyzing and diagnosing root causes for issues escalated from Level 1 and Level 2 support teams, implementing long-term solutions to prevent recurrence.
- Handling system configurations, upgrades, and patches to ensure seamless operations.
- Managing integrations between Expensify, Salesforce, and other third-party systems, resolving related technical challenges.
Responsibilities
- Act as the subject matter expert for Salesforce, providing deep technical expertise and guidance for problem resolution.
- Collaborate with development, infrastructure, and database teams to address system issues, integrations, and configurations.
- Implement system enhancements, upgrades, patches, and fixes based on vendor guidelines, ensuring minimal disruption to business operations.
- Maintain and improve security configurations within Salesforce, ensuring compliance with security protocols and best practices.
- Conduct root cause analysis on critical incidents, developing preventive measures and optimizing system stability.
- Assist in data migration tasks and troubleshoot issues related to data integrity, reports, and queries.
- Providing guidance to Level 1 and Level 2 support teams for improved issue resolution efficiency.
Qualifications
- Experience: 4+years of experience in Level 2 or Level 3 technical support, with a strong focus on Salesforce.
- Technical Skills: ○ Proficient in Salesforce administration, including customizations, automation, and integrations.
○ Experience with Spring Boot–based microservices integrated with Salesforce, deployed across AWS and GCP environments. Skilled in managing CI/CD pipelines and containerized deployments. Knowledge of cloud infrastructure to ensure scalability, security, and operational efficiency.
○ Experience with CI/CD processes and hands-on knowledge of Java, HTML, CSS, SQL, and APEX.
○ Strong expertise in API integrations and troubleshooting synchronization issues between Salesforce and other enterprise applications.
○ In-depth understanding of system security, user roles, permissions, and compliance within Salesforce environments.
○ Familiarity with scripting and automation tools to enhance system performance and efficiency.
○ Good to have experience in developing AI based solutions.
- Soft Skills: ○ Excellent problem-solving skills with the ability to analyze and resolve complex issues.
○ Strong communication skills to interact effectively with technical teams and business users.
○ Ability to work independently and as part of a team in a fast-paced environment.
○ Strong documentation skills to ensure knowledge sharing and process standardization.
This role offers an opportunity to work in a dynamic environment, providing critical technical support for business applications and driving continuous improvements in system performance and efficiency.
