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.

Competências necessárias

Salesforce Data Cloud Platform Administration and SupportSalesforce Loyalty ManagementSalesforce Platform Architecture and FunctionalityL3 Application and Production SupportIncident ManagementRoot Cause Analysis (RCA)SLA-Based Problem ResolutionSalesforce Data Cloud Components (DMO, DLO, and Data Spaces)Data Ingestion and Integration FlowsAPI and Data Integration TroubleshootingSQL Query TroubleshootingServiceNowProduction Monitoring with Splunk or DynatraceITIL Incident and Change ManagementSalesforce Development

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