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.

ResponsabilidadesServe as the primary business contact for daily sustain operations on the Europe Salesforce (SFA) applicationUnderstand business goals and provide tailored support and recommendationsPlan and socialize transitions from development to sustain post-HypercareGuide new clients through Sustain onboarding for a smooth transitionMonitor and respond to customer inquiries through multiple channelsIdentify opportunities to improve processes and drive feature utilizationLead troubleshooting of critical incidents and coordinate permanent fixesPerform root cause analysis and enhance alerting mechanismsAnalyze market-specific issues and compare against other marketsCommunicate incident status and closure with Call Center, Sector reps, and Business AdminsPrepare and present bi-weekly and monthly incident reports to Leadership Requisitos principales6+ years of sustain & operations engineering experienceExperience with monitoring/alerting tools (Grafana, Datadog, Splunk, Nagios, AppDynamics, Full Story, Ig)Familiarity with CI/CD pipelines, deployment automation, and configuration managementHands-on experience with cloud platforms (AWS, Azure)Experience with ServiceNow ITSMStrong knowledge of SFA application and its featuresExcellent communication and collaboration abilitiesStrong analytical and problem-solving skillsAbility to work under pressure in production environmentsSFA application knowledgeMonitoring and alerting tools (Grafana, Datadog, Splunk, Nagios, AppDynamics, Full Story, Ig)CI/CD pipelines, deployment automation, configuration management

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