About the Role

We are looking for a Senior Salesforce Support Engineer to join a high-impact, enterprise-level CRM Platform team within a global, highly regulated industry, with strong Salesforce experience and a proven track record leading support operations in complex enterprise environments.

This person will be responsible not only for managing and resolving incidents, but also for optimizing support processes, improving operational metrics (SLAs, resolution times, user satisfaction), driving automation and self-service initiatives, and helping evolve a modern, AI-driven support organization.

Key Requirements

✔ Strong experience in the role (+5 years) within highly regulated international corporations
✔ Strong analytical and problem-solving skills, with a customer-oriented mindset and the ability to collaborate with both functional and technical teams
✔ Advanced English level (C1 or higher), with the ability to interact fluently in global environments
✔ Relevant certifications aligned with the role
✔ Alignment with the responsibilities described below
✔ Availability for occasional travel to the United States

This role goes beyond traditional support — you will act as a key player in driving operational excellence, optimizing support processes, improving performance metrics (SLAs, resolution time, user satisfaction), and helping evolve a modern, AI-powered support organization.

You will work at the intersection of platform support, automation, analytics, and continuous improvement, collaborating with cross-functional teams and multiple Salesforce squads supporting global business units.

Key Responsibilities

Support Operations & Incident Management

• Act as the primary intake point for incoming Salesforce support cases
• Triage, prioritize, and resolve issues across multiple modules and business units
• Handle configuration-level fixes (access, permissions, flows, layouts, etc.)
• Ensure adherence to SLAs and high-quality user communication

Root Cause Analysis & Escalation

• Perform structured root cause analysis on complex issues
• Differentiate between configuration gaps, platform bugs, and integration failures
• Route escalations effectively across platform squads

Process Optimization & Continuous Improvement

• Identify recurring issues and drive long-term solutions
• Generate insights through support data and trend analysis
• Contribute to improving support workflows and operational efficiency

Automation & AI Enablement

• Drive automation initiatives to reduce manual support workload
• Leverage AI-powered tools (e.g., intelligent case triage and support portals)
• Contribute to improving AI models, prompts, and classification logic

Knowledge Management

• Maintain and expand the Knowledge Base
• Create user guides and self-service documentation
• Promote user enablement and reduce dependency on support

✅ Requirements

• +5 years of experience in Salesforce support/admin roles in enterprise environments
• Strong expertise in Salesforce Administration & Configuration
• Experience working in complex, multi-team (multi-squad) environments
• Proven track record in incident management, root cause analysis, and support optimization
• Experience with Service Cloud
• Analytical mindset with focus on process improvement and automation
• Advanced English level (C1+)
• Salesforce certifications (Admin required, Advanced Admin preferred)

➕ Nice to Have

• Experience in highly regulated industries (e.g., healthcare, MedTech)
• Knowledge of compliance frameworks (GxP, SOX, etc.)
• Familiarity with APIs, integrations, Apex/SOQL (debugging level)
• Exposure to DevOps / sandbox environments

What We Offer

• Long-term project in a global enterprise environment
• Opportunity to shape a next-generation, AI-driven support model
• Collaborative work with platform engineers, analysts, and product teams
• 15 days PTO + local holidays