Salesforce DevOps Engineer

Overview

Product Support Analyst role acting as the link between support and engineering teams, resolving customer issues quickly and improving the overall product experience through analysis, proactive issue tracking and real-time insights.

What you'll do

• Act as the point of contact for escalated technical issues, investigating and analyzing problems from initial report through resolution.
• Monitor application health and usage trends using Azure Insights, dashboards and other telemetry tools; proactively detect and report anomalies.
• Build and maintain live dashboards categorizing incidents by priority (P1-P7) and ownership (L1, L2, L3); regularly update and share metrics with stakeholders.
• Track, document and analyze the life cycle of issues from initial report through fix, ensuring effective communication, timely escalation and closure.
• Analyze support ticket data to recognize patterns, deliver actionable insights and recommend improvements to product functionality or support processes.
• Liaise between L1/L2 support and engineering teams, ensuring clear, concise communication and accurate context transfer for issue resolution.
• Maintain deep product knowledge and advise support teams on troubleshooting, user education and product capabilities.
• Contribute to knowledge base content and internal documentation, supporting faster diagnosis and resolution of recurring issues.
• Drive process and system improvements to accelerate issue identification, tracking and resolution.

What you'll need

• Bachelor's Degree in Computer Science, Information Technology, Control or Mechanical Engineering, or related field.
• 8+ years of experience in product support, technical operations, ITSM, or a similar customer-facing technical role.
• Strong analytical and problem-solving skills; able to recognize patterns across large volumes of support data.
• Experience using Azure Insights or similar cloud monitoring tools for application health tracking.
• Proven ability to manage live operational dashboards (Power BI, Grafana, or similar) and generate relevant reports.
• Hands-on experience with incident and task tracking systems (Jira, ServiceNow, Zendesk, etc.).
• Exceptional written and verbal communication skills, with the ability to summarize technical issues for diverse audiences.
• Skilled at documenting and tracking an issue's lifecycle from initial report to resolution.
• Comfortable collaborating with cross-functional teams in a fast-paced environment.
• Proficient with data analysis tools and Excel.
• Strong attention to detail and ownership of deliverables.

Nice to have

• Experience supporting SaaS or digital products.
• Understanding of ITIL, incident management and escalation processes.
• Familiarity with REST APIs, application logs and general troubleshooting methodologies.
• Experience automating reports or dashboard updates.
• Exposure to cloud platforms (Azure, AWS, GCP).
• Experience with statistics, data visualization or business analytics (Power BI, Tableau).
• Knowledge of Agile/Scrum methodologies.
• Prior history in security or compliance-sensitive environments.