Job description (Financial Force-Certinia) 

(Financial Force-Certinia)  Level 2/Level 3 Product Support Analyst 

The individual in this role will be responsible for providing advanced technical support for Salesforce applications, handling complex issues that require in-depth knowledge of system architecture, configurations, and integrations. As part of the Level 3 support team, the person will collaborate closely with both technical teams and business users to ensure the stability and performance of these systems. 

Service Delivery 

● Troubleshooting and resolving advanced technical issues related to Salesforce applications, including complex configurations. 

● Analyzing and diagnosing root causes for issues escalated from Level 1 and Level 2 support teams, implementing long-term solutions to prevent recurrence. 

● Handling system configurations, upgrades, and patches to ensure seamless operations. 

● Managing integrations between Expensify, Salesforce, and other third-party systems, resolving related technical challenges. 

Responsibilities 

● Act as the subject matter expert for Salesforce, providing deep technical expertise and guidance for problem resolution. 

● Collaborate with development, infrastructure, and database teams to address system issues, integrations, and configurations. 

● Implement system enhancements, upgrades, patches, and fixes based on vendor guidelines, ensuring minimal disruption to business operations. 

● Maintain and improve security configurations within Salesforce, ensuring compliance with security protocols and best practices. 

● Conduct root cause analysis on critical incidents, developing preventive measures and optimizing system stability. 

● Assist in data migration tasks and troubleshoot issues related to data integrity, reports, and queries. 

● Providing guidance to Level 1 and Level 2 support teams for improved issue resolution efficiency. 

Qualifications 

● Experience: 4+years of experience in Level 2 or Level 3 technical support, with a strong focus on Salesforce. 

● Technical Skills: ○ Proficient in Salesforce administration, including customizations, automation, and integrations. 

○ Experience with Spring Boot–based microservices integrated with Salesforce, deployed across AWS and GCP environments. Skilled in managing CI/CD pipelines and containerized deployments. Knowledge of cloud infrastructure to ensure scalability, security, and operational efficiency. 

○ Experience with CI/CD processes and hands-on knowledge of Java, HTML, CSS, SQL, and APEX. 

○ Strong expertise in API integrations and troubleshooting synchronization issues between Salesforce and other enterprise applications. 

○ In-depth understanding of system security, user roles, permissions, and compliance within Salesforce environments. 

○ Familiarity with scripting and automation tools to enhance system performance and efficiency. 

○ Good to have experience in developing AI based solutions. 

● Soft Skills: ○ Excellent problem-solving skills with the ability to analyze and resolve complex issues. 

○ Strong communication skills to interact effectively with technical teams and business users. 

○ Ability to work independently and as part of a team in a fast-paced environment. 

○ Strong documentation skills to ensure knowledge sharing and process standardization. 

This role offers an opportunity to work in a dynamic environment, providing critical technical support for business applications and driving continuous improvements in system performance and efficiency.