Senior Platform Support Analyst with data cloud
Maarut Toronto, Ontario, Canada
Software Development · 11-50 employees
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About the role
Provide L3 production support for Salesforce Data Cloud and Loyalty Management, resolving incidents and application issues within defined SLAs. Troubleshoot platform components, APIs, SQL queries, and integrations; coordinate with stakeholders, manage critical incidents, and support incident and change processes, including rotational on-call coverage.
What they look for
Requirements
Requires 7–10 years of experience overall, including at least four years in application or production support, preferably in enterprise or banking environments. Candidates need hands-on Salesforce Data Cloud development and Apex experience, knowledge of Salesforce platform architecture and Loyalty Management, and the ability to independently manage critical incidents.
Full description
- Strong
hands-on experience in Salesforce Data Cloud and/or Salesforce Loyalty Management, with solid technical knowledge of platform architecture and functionality.
- 4+
years of relevant experience in application/production support, preferably in enterprise or banking environments.
- Experience
in L3 production support, incident management, troubleshooting, root cause analysis (RCA), and problem resolution within defined SLAs.
- Good
understanding of Salesforce Data Cloud components, including DMO, DLO, Data Spaces, data ingestion, and integration flows.
- Knowledge
of Salesforce Loyalty Management, including loyalty programs, points processing, earning/redemption rules, and related integrations.
- Experience
troubleshooting APIs, data integrations, SQL queries, and upstream/downstream application issues.
- Familiarity
with ServiceNow, monitoring tools (Splunk/Dynatrace), and ITIL-based incident and change management processes.
- Strong
technical background, preferably with prior Salesforce development experience, combined with hands-on production support capabilities.
- Ability
to independently manage critical incidents, coordinate with stakeholders, and drive issue resolution with minimal supervision.
- Willingness
to provide hands-on production support, including rotational on-call support when required.
- Data cloud development exp and Apex exp is required
- This is a support role, so basic development exp is
required
