Senior Technical Support Specialist

2 weeks ago

Mumbai, Maharashtra, India Dynatrace Full time

Job Overview

Dynatrace is a leader in unified observability and security, working with the largest cloud providers to create strategic alliances.

We offer a culture of excellence with competitive compensation packages designed to recognize and reward performance.

This role is part of our IT center of excellence in Mumbai, India.

Estimated Salary: 1200000 - 1800000 INR per year

About the Role

We are seeking an experienced Salesforce support analyst to provide technical assistance across our business applications for multiple workstreams in the Asia-Pacific region.

The ideal candidate will possess sufficient application and business knowledge to triage issues with applications other than Salesforce, while also being able to automate processes and solutions.

Key Responsibilities

  • Support global Salesforce/CPQ application(s) across Sales, Marketing, Finance, Services, and other organizations by resolving production support tickets, addressing logged issues, managing users, and coordinating escalations as necessary.
  • Maintain techno-functional knowledge capable of supporting multiple Salesforce workstreams, including Lead to Opportunity, Quote to Contract, Subscription, CPQ Billing, and Renewals.
  • Identify areas throughout processes where automation can be implemented.
  • Support and triage critical issues for other business applications, including SAP-SuccessFactors, NetSuite, Varicent, ZenDesk, Totango, Monday, Asana, SmartRecruiters, and more.
  • 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.

Required Skills and Qualifications

  • At least 5 years of experience as a Salesforce support agent or analyst in a large organization.
  • Must have CPQ experience.
  • Salesforce Administrator credentials.
  • 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 ITIL/ITSM processes, SDLC best practices, ticketing systems including Freshworks, and Jira.
  • Experience with data tools like Data Loader and Demand Tools is preferred.
  • Prior experience with business additional applications: NetSuite, Varicent, Totango, ZenDesk, SuccessFactors, SmartRecruiters, and Boomi is a plus.
  • Excellent ability to work across the organization with users at various levels of application proficiency.
  • Bachelor's Degree in Computer Engineering, Business Administration, or Information Systems preferred.

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