System Support Specialist I

About the Role 

The System Support Specialist is crucial in providing technical support, troubleshooting issues, and  maintaining Salesforce systems and other Applications. Their expertise ensures that users can effectively  utilize salesforce / other technology resources and overcome technical challenges in their day-to-day  work. Their knowledge of Internal Systems enables Fivetran to leverage the platform's full potential to  drive sales, marketing, and customer service effectiveness. 

This is a full time position based out of our Bangalore office, with the flexibility to work from home. This role will require working during fixed night IST hours 5PM - 2AM and occasionally may be asked to work different shifts based on business needs. 

Technologies You’ll Use 

• Salesforce 
• SQL 
• Apex 

What You’ll Do 

• Working on Daily Incoming Issues and resolving them within the given SLA 
• Work on the root cause analysis for Recurring Issues 
• Proactiveness in identifying the process improvements & taking ownership of lower complex issues, and driving permanent resolution 
• Working knowledge of business processes supported by our systems, building an understanding  of cause-and-effect relationships, documentation, and Ownership of assigned task
• Perform day-to-day administration, handle issues, and troubleshoot our Internal Applications. 
• Implement low- to medium-complexity configuration changes in Salesforce (e.g., Flows, validation rules, fields, reports, layouts) to support business requirements.
• Provide technical and functional support to internal users of Salesforce and other related  applications. 
• Log and track identified system problems through to resolution 
• Test solutions that the other team members have built 
• Provide immediate response to all issues and drive these issues to closure 

Skills We’re Looking For 

• Excellent Communication Skills – Min. 3 years experience in Support 
• Min. 3 years of Salesforce Technical Support Experience and Salesforce Admin Experience 
• Should be skilled in Identifying the area of automation and highlight to next level 
• Skilled in tuning the basic SQL queries to fix Production issues 
• Skilled in analyzing the automation scripts and a basic understanding of the System  architecture 
• Ability to work in a fast-paced, highly collaborative environment and function in global arenas 
• Highly developed, process-oriented skills for troubleshooting, problem-solving, and issue  resolution
• Skilled in Critical Thinking and has the ability to see the bigger picture, finding the route cause of a problem rather than treating the symptom. 

Optional Bonus Skills 

• High-level understanding of CPQ
• Salesforce Admin certification
• Proficiency reading and troubleshooting code
• Experience working with Salesforce-integrated tools such as LeanData, NetSuite, or similar revenue operations systems
• Experience supporting Sales, Marketing, or Finance system workflows in a SaaS environment
• Experience working with ticketing systems (e.g., Jira, Zendesk, ServiceNow)

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