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.

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.Grafana, Datadog, Splunk, Nagios, App Dynamics, Full Story, Ig). Familiarity with CI/CD pipelines, deployment automation, and configuration management Hands-on experience with cloud platforms (AWS, Azure).

Experience working with Service Now tool for ITSM.

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