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 Salesforce S&O Support Engineer — Incident (Bilbao)
🏢 Healingpartnershipsllc
📍 Bilbao