Overview

In this role you ensure sustained success for business customers using the Europe Salesforce (SFA) application, driving satisfaction and long-term relationships. You collaborate with cross-functional teams to keep Product stable, resolve incidents, and implement permanent fixes. You will lead incident management, root cause analysis, and continuous improvement initiatives to automate and streamline operations. This position offers impact across onboarding, sustain transitions, and data-driven problem resolution within production environments.

Responsabilidades

- Serve as the primary business contact for daily sustain operations on the Europe Salesforce (SFA) application
- Understand business goals and provide tailored support and recommendations
- Plan and socialize transitions from development to sustain post-Hypercare
- Guide new clients through Sustain onboarding for a smooth transition
- Monitor and respond to customer inquiries through multiple channels
- Identify opportunities to improve processes and drive feature utilization
- Lead troubleshooting of critical incidents and coordinate permanent fixes




- Perform root cause analysis and enhance alerting mechanisms
- Analyze market-specific issues and compare against other markets
- Communicate incident status and closure with Call Center, Sector reps, and Business Admins
- Prepare and present bi-weekly and monthly incident reports to Leadership

Requisitos principales

- 6+ years of sustain & operations engineering experience
- Experience with monitoring/alerting tools (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 with ServiceNow ITSM
- Strong knowledge of SFA application and its features

- Excellent communication and collaboration abilities
- Strong analytical and problem-solving skills
- Ability to work under pressure in production environments
- SFA application knowledge
- Monitoring and alerting tools (Grafana, Datadog, Splunk, Nagios, AppDynamics, Full Story, Ig)
- CI/CD pipelines, deployment automation, configuration management

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