Senior Support Analyst - Salesforce

Dynatrace exists to make software work perfectly. Our platform combines broad and deep observability and continuous runtime application security with advanced AIOps to provide answers and intelligent automation from data. This enables innovators to modernize and automate cloud operations, deliver software faster and more securely, and ensure flawless digital experiences.

The Sr. Support Analyst will provide technical support across our business applications for multiple workstream in the Asia-Pacific region. This customer centric role will assist users, primarily in Salesforce, with any issues that arise in processing a high volume of CPQ and account transactions. Additionally, this role must possess sufficient application and business knowledge to triage issues with applications other than Salesforce.   As a member of the Run team, this individual will seek opportunities to make systems/processes more efficient, reduce manual work, and enable data driven decisions. We are looking for someone that is a self-starter with the right mix of application and ITIL knowledge coupled with functional and technical experience ready to roll up their sleeves and hit the ground running. Ideally, this candidate will have prior experience in a global technology company as an APAC Support Analyst.

Do you have what it takes? Come join our dynamic and growing IT center of excellence!

Responsibilities

• Support global Salesforce CRM, CPQ, Service Clouds across Sales, Sales Ops Marketing, Finance, and other organizations by resolving L1/L2 production support tickets, addressing logged issues, managing users and coordinating escalations as necessary
• Identifying areas throughout processes and solutioning where automation can be implemented
• Support and triage critical issues for other business applications including ZenDesk, Totango
• Identifying areas throughout processes and solutioning where automation can be implemented
• Create and manage all aspects of users’ application security; profiles, roles, permissions, and sharing rules
• Prepare and execute manual data migrations as requested
• Update and document knowledge base articles and system process flows as required
• Work closely and effectively with business stakeholders and other run-team members to ensure application performance and end-user satisfaction

This is a hybrid position. Must have the ability to report to the office in Mumbai. 

• At least 5 years of experience as a Salesforce support agent or analyst in a large organization
• Experience with ITIL/ITSM processes, SDLC best practices, ticketing systems including Freshworks, and Jira
• Must have CRM, CPQ, Service Cloud experience 
• Possess an understanding of commercial sales processes; demand generation, lead, opportunity, CPQ, contract, sales order and billing management
• Comfortable working independently while coordinating with other support resources across the globe  
• Experience with automation of processes and solutions
• Experience with consumption/usage/subscription models a plus
• Strong organizational and communication skills
• Experience with data tools like Data Loader and Demand Tools is preferred
• Passion to work within a fast paced, high energy, high tech environment
• Bachelor’s Degree in Computer Engineering, Business Administration or Information Systems preferred
• Salesforce Administrator credentials are a plus

• Dynatrace is a leader in unified observability and security.
• We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance. 
• Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances.
• The Dynatrace platform uses cutting-edge technologies, including our own Davis hypermodal AI, to help our customers modernize and automate cloud operations, deliver software faster and more securely, and enable flawless digital experiences.
• Over 50% of the Fortune 100 companies are current customers of Dynatrace.