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.
Skills Required
- 4+ years of Level 2 or Level 3 technical support experience with a strong focus on Salesforce
- Proficient in Salesforce administration, customizations, automation, and integrations
- Experience with Spring Boot-based microservices integrated with Salesforce
- Experience deploying across AWS and GCP environments and managing cloud infrastructure
- Hands-on experience with CI/CD processes and containerized deployments
- Hands-on knowledge of Java, HTML, CSS, SQL, and APEX
- Strong expertise in API integrations and troubleshooting synchronization issues
- In-depth understanding of Salesforce security, user roles, permissions, and compliance
- Familiarity with scripting and automation tools to improve system performance
- Excellent problem-solving, communication, teamwork, and documentation skills
- Experience in developing AI-based solutions
Astreya Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Astreya and has not been reviewed or approved by Astreya.
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Healthcare Strength — Health coverage includes multiple medical plan options plus dental and vision, complemented by FSAs, an EAP, disability and life insurance, and wellness programs. Feedback suggests these offerings provide solid core protection across many roles.
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Wellbeing & Lifestyle Benefits — Client-site amenities at some large tech campuses can add non-cash value such as meals or on-site perks that enhance the day-to-day experience. Wellness Days and access to learning resources and tuition reimbursement further support overall wellbeing.
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Flexible Benefits — Choice among medical plan types and tax-advantaged accounts enables some customization to individual needs. Some roles also offer remote or flexible work, adding practical flexibility to the total package.
Astreya Insights
What We Do
Astreya is the leading IT solutions provider for some of the world's most recognizable and innovative organizations. Our journey started in 2001 in the heart of Silicon Valley and reaches thirty-three countries with over 2200+ IT professionals. We enable businesses to make better decisions, achieve operational efficiency and gain a competitive edge. The Astreya advantage is centered around focus and clear- vision, world-class talent, and innovative technology: Creativity is in our DNA. Our dedicated Software and Service Innovation teams bring best-in-class technology and tools to bear for our clients.
