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 stro

📌 Salesforce Developer II (Bengaluru)
🏢 Astreya
📍 Bengaluru