Position: Salesforce Business Analyst - Digital Product Support (Defect Management, B2C & B2B)
Location: Remote United States
Duration: Contract 3 months
About R Systems:
R Systems is a leading digital product engineering company that designs and develops chip-to-cloud software products, platforms, and digital experiences that empower its clients to achieve higher revenues and operational efficiency. Our product mindset and engineering capabilities in Cloud, Data, AI, and CX enable us to serve key players in the high-tech industry, including ISVs, SaaS, and Internet companies, as well as product companies in telecom, media, finance, manufacturing, and health verticals. We Are Great Place to Work Certified in 10 countries with a full-time workforce [India, USA, Canada, Poland, Romania, Moldova, Indonesia, Singapore, Malaysia & Thailand]! We are recognized as one of the Best Tech Brands 2024 by the Times Group and India's Top 500 Value Creators 2023 by Dun & Bradstreet.
About the Role
We are building a dedicated product-support function to own the product side of defect management and customer-support enablement across our B2C (consumer loyalty) and B2B (provider portal and platform) digital products.
This role is the connective tissue between Customer Support, Product, and Engineering. When production issues arise, you are the product-side owner who investigates, triages, assigns severity, and drives issues to resolution in partnership with CS and the delivery team. When the queue is quiet, you focus on making support better - optimizing CS processes, capturing CS requirements into the product backlog, and ensuring CS has the tools and training they need.
It is a high-impact role for someone who is equally comfortable digging into a bug, writing a crisp defect ticket, and stepping back to improve how a support organization runs.
Key Responsibilities
Defect & Production Support (primary)
Serve as the product-side first point of contact for the CS and commercial teams for production issues across the B2C and B2B digital platforms.
Investigate and reproduce reported issues; gather evidence (logs, screenshots, recordings, repro steps) and document defects clearly.
Assign severity and impact using a defined rubric, and recommend priority.
Partner with Customer Support to confirm business impact and align on priority for fix resolution (P1, P2 etc).
Coordinate with Engineering and the delivery/vendor team on resolution; track each issue to closure and keep CS and stakeholders updated on status and ETAs.
Maintain the production defect backlog; identify recurring issues and surface root-cause themes to Product and Engineering.
CS Process Creation/Optimization & Requirements (steady-state)
Partner with CS, Product and Commercial on creating CS process.
During lower-incident periods, analyze and improve CS processes and workflows for loyalty and platform support.
Gather, document, and prioritize CS requirements for CS tools and also identify product needs basis escalations/bugs; translate them into user stories and backlog items for product and tooling needs.
Own and groom the CS tooling backlog in partnership with Product.
CS Tooling & Enablement
Own the product-side responsibility for the tools and platforms CS relies on configuration needs, enhancements, and access.
Develop and deliver CS tool training, runbooks, and documentation so CS has the capabilities and information/knowledge to support customers independently.
Build and maintain a knowledge base for common issues and resolutions.
What Success Looks Like:
Act as product-side first point of contact for CS and commercial teams to investiage and report production bug for resolution based on priority matrix.
A clear, shared severity/priority rubric and triage process in place, with CS and Product aligned on how issues flow.
Product-team time spent on reactive support measurably reduced.
A groomed CS tooling backlog and delivered processes or tooling needs.
CS equipped and trained on the platforms they use day to day to be able to support customers independently.
Qualifications
Required
3+ years as a Business Analyst, Product Support Analyst, or similar role supporting B2C and/or B2B digital products (web/mobile apps, e-commerce, CRM, or loyalty platforms).
Hands-on defect management experience: triage, reproduction, severity/priority frameworks, and disciplined ticket hygiene.
Proficiency with issue trackers (e.g., Jira) and support/ticketing tools (e.g., Salesforce Service Cloud, Zendesk).
Strong written communication and documentation skills; able to translate between non-technical CS partners and technical Engineering teams.
Self-directed and organized in a fast-paced environment with shifting priorities.
Comfortable collaborating across time zones with offshore delivery teams.
Preferred
Experience with Salesforce (Loyalty Cloud/Experience Cloud / Commerce) and/or headless web platforms. Twilio experience is a plus.
Basic data querying skills (SQL; Snowflake a plus) to investigate issues independently.
Experience standing up or maturing a support/triage function.
Familiarity with release processes, feature flags, and environment management.
Background in aesthetics, healthcare, or another regulated industry.
Core Competencies
Investigative mindset methodical at reproducing and isolating issues.
Judgment calibrates severity and priority sensibly against real business impact.
Partnership builds trust with CS, Product, and Engineering; holds healthy boundaries on ownership.
Bias for clarity turns ambiguity into well-documented tickets, requirements, and process.
Why Join R Systems?
Frequent Internal Hackathons: Engage in dynamic competitions with exciting prizes to keep your skills sharp.
Cultural Celebrations: Strengthen our familial bonds through shared celebrations, fostering a sense of community.
Diverse Project Exposure: Work on a variety of projects across sectors like Healthcare, Banking, e-commerce, and Retail, collaborating with leading global brands.
Centre of Excellence (COE): Benefit from technical guidance and upskilling opportunities provided by our team of technology experts, helping you navigate your career path.
E-Learning Platform: Gain access to comprehensive e-learning platforms coupled with a robust mentorship program to enhance your skills.
Open Door Policy: Embrace a culture of mutual support, respect, and open dialogue, promoting a collaborative work environment.
If you are passionate and excited about working in a fast-paced, innovative environment, we would love to hear from you!
R Systems is an equal opportunity employer that does not discriminate against any employee or job applicant because of race, color, religion, national origin, sex, physical or mental disability, age, or any other characteristic protected by law. We strive to build a team that reflects the diverse communities we serve, and we actively encourage applications from individuals of all backgrounds and experiences. Our commitment to equal opportunity extends to all aspects of employment, including recruitment, hiring, training, promotion, and benefits.
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