Overview Role 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. Responsibilities Key Accountabilities Customer Relationship Management & Engagement * Serve as the primary business point of contact for daily sustain operationson 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 byidentifyingopportunities for process improvements andadditionalfeatureutilization Product Knowledge & Understanding * Understand the features within a product and the future product roadmapfor 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 Qualifications Qualifications * 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, Releases #J-18808-Ljbffr

📌 Global S&O Salesforce Support Engineer (Álava)
🏢 Healingpartnershipsllc
📍 Álava