Salesforce Support Analyst

Position Overview:

Seeking a skilled Salesforce Support Analyst with strong problem-solving abilities and expertise across Salesforce platform and MuleSoft integration solutions. This role provides expert-level support to internal users while ensuring optimal system performance and seamless enterprise integrations.

Key Responsibilities:

• Technical Support: Serve as primary contact for complex Salesforce and MuleSoft issues; diagnose, triage, and resolve incidents within SLAs while documenting solutions
• Platform Administration: Manage user accounts, profiles, roles, permissions, custom objects, fields, and validation rules; conduct system audits and optimize performance
• MuleSoft Integration Support: Troubleshoot Anypoint Platform integrations, monitor API health, resolve connectivity issues, and ensure data synchronization across systems
• Salesforce Ecosystem Management: Support Sales Cloud, Service Cloud, and Experience Cloud; troubleshoot automation tools (Process Builder, Flow, Workflows); maintain reports and dashboards
• Collaboration: Partner with business users and development teams; translate technical concepts; participate in release management and testing
• Continuous Improvement: Identify process optimization opportunities; stay current with Salesforce releases; recommend best practices; contribute to documentation and training

Required Qualifications:

Experience: 5-8 years in Salesforce administration and support with MuleSoft integration experience

Technical Skills:

• Strong Salesforce administration proficiency (security model, data management, customization)
• Working knowledge of MuleSoft Anypoint Platform and API management
• Experience with SOQL, Data Loader, REST/SOAP APIs
• Basic understanding of Apex and Visualforce for troubleshooting
• Familiarity with version control and change management

Core Competencies:

• Exceptional analytical and problem-solving abilities
• Excellent communication skills with ability to explain technical concepts to diverse audiences
• Strong attention to detail and ability to manage multiple priorities
• Customer-service oriented with collaborative mindset

Preferred Qualifications:

• Salesforce Administrator certification (ADM 201)
• Additional certifications: Platform App Builder, Service Cloud Consultant, MuleSoft Developer
• Experience with Einstein Analytics, Agile/Scrum, and DevOps practices

Working Conditions:

Occasional after-hours support for critical issues and release deployments; schedule flexibility required based on business needs.