OverviewRole is responsible for ensuring that our business customers achieve their desired outcomes while using Products and Solutions, driving customer satisfaction, and fostering long-term relationships. The role will also need to ensure the overall stability of Product through the collaboration with cross-functional teams—including Software Engineering, Service Reliability Engineers, and Business functions to manage day-to-day operations and quickly resolve incidents. The idóneo candidate must be skilled in problem-solving, process automation, and root cause analysis, with a passion for operational excellence and continuous improvement.ResponsibilitiesKey AccountabilitiesCustomer Relationship Management & Engagement- Serve as the primary business point of contact for daily sustain operations on the Europe Salesforce (SFA) application.- Understand business goals, and challenges, and provide tailored support and recommendations - Create and socialize Transition to Sustain plan to transition products/features/capabilities from development to sustain post-Hypercare - Guide new business clients through the Sustain onboarding process, ensuring a smooth transition to sustain - Monitor and respond to customer inquiries through various communication channels - Help customers maximize the value of our products by identifying opportunities for process improvements and additional feature utilization Product Knowledge & Understanding- Understand the features within a product and the future product roadmap for SFA- Stay updated on the latest product trends across the industry Incident & Problem Management- Lead troubleshooting of critical incidents and drive timely resolution as part of Incident Management. Ensure the Root Cause Analysis is performed and help coordinate the implement permanent fixes on a timely basis.- Analyze priority incidents to generate insights and identify gaps in the alerting mechanisms.- Analyze market-specific issues and conduct comparative studies to determine why certain problems occur only in specific markets.Communication and Status Reporting- Communicate and collaborate with the Call Center, Sector reps,



Business Admins for providing the incident status, incident closure communication - Send incident reports, creating bi-weekly leadership incident reports, monthly incident reports and presenting it to the Leadership team QualificationsQualifications- Bachelor’s degree in computer science, Information Technology, Engineering, or a related field (or equivalent experience).- 6+ years of experience in sustain & operations engineering- Experience with monitoring and alerting tools (e.G., Grafana, Datadog, Splunk, Nagios, AppDynamics, Full Story, Ig).- Familiarity with CI/CD pipelines, deployment automation, and configuration management- Hands-on experience with cloud platforms (AWS, Azure).- Experience working with ServiceNow tool for ITSM.Key Skills- Technical and Functional knowledge of SFA application.- Strong analytical and problem-solving skills.- Excellent communication and collaboration abilities.- Ability to work under pressure in high-stakes production environments.- Mindset of automation-first and continuous improvement.- Strong organizational skills with attention to detail.- Strong knowledge of ITSM processes – Incidents, Problems, Service Request, ReleasesQualifications- Bachelor’s degree in computer science, Information Technology, Engineering, or a related field (or equivalent experience).- 6+ years of experience in sustain & operations engineering- Experience with monitoring and alerting tools (e.G., Grafana, Datadog, Splunk, Nagios, AppDynamics, Full Story, Ig).- Familiarity with CI/CD pipelines, deployment automation, and configuration management- Hands-on experience with cloud platforms (AWS,



Azure).- Experience working with ServiceNow tool for ITSM.Key Skills- Technical and Functional knowledge of SFA application.- Strong analytical and problem-solving skills.- Excellent communication and collaboration abilities.- Ability to work under pressure in high-stakes production environments.- Mindset of automation-first and continuous improvement.- Strong organizational skills with attention to detail.- Strong knowledge of ITSM processes – Incidents, Problems, Service Request, ReleasesKey AccountabilitiesCustomer Relationship Management & Engagement- Serve as the primary business point of contact for daily sustain operations on the Europe Salesforce (SFA) application.- Understand business goals, and challenges, and provide tailored support and recommendations - Create and socialize Transition to Sustain plan to transition products/features/capabilities from development to sustain post-Hypercare - Guide new business clients through the Sustain onboarding process, ensuring a smooth transition to sustain - Monitor and respond to customer inquiries through various communication channels - Help customers maximize the value of our products by identifying opportunities for process improvements and additional feature utilization Product Knowledge & Understanding- Understand the features within a product and the future product roadmap for SFA- Stay updated on the latest product trends across the industry Incident & Problem Management- Lead troubleshooting of critical incidents and drive timely resolution as part of Incident Management. Ensure the Root Cause Analysis is performed and help coordinate the implement permanent fixes on a timely basis.- Analyze priority incidents to generate insights and identify gaps in the alerting mechanisms.- Analyze market-specific issues and conduct comparative studies to determine why certain problems occur only in specific markets.Communication and Status Reporting- Communicate and collaborate with the Call Center, Sector reps, Business Admins for providing the incident status, incident closure communication - Send incident reports, creating bi-weekly leadership incident reports, monthly incident reports and presenting it to the Leadership team

📌 Global S&O Salesforce Support Engineer (Vitoria-Gasteiz)
🏢 PepsiCo
📍 Vitoria-Gasteiz