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.
✔ 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.
Support Operations & Incident Management
Root Cause Analysis & Escalation
Process Optimization & Continuous Improvement
Automation & AI Enablement
Knowledge Management
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