Salesforce Support Engineer — Global Impact

Agrupa Global Talent; Barcelona; On-site; EUR 32,000 - 52,000; Full time

Job summary

Agrupa Global Talent in Barcelona is seeking a Salesforce-focused IT Support professional to join the IT HUB. You will provide second-level support for incidents, manage user requests, and assist with applying changes across the global systems.

Working with an international team, you will contribute to monitoring, problem management and knowledge sharing, while following ITIL guidelines to ensure stable operations and continuous improvement.

Qualifications

• 1–2+ years of Salesforce application support experience.
• University degree in Information Technology or a related field.
• Experience in IT support tasks or IT projects.
• Experience handling support ticketing systems is preferred.
• Knowledge of ITIL is a plus.

Responsibilities

• Provide second-level support for incidents and irregularities in systems.
• Manage user requests via ticketing tools within SLA levels.
• Assist users with functional questions about applications.
• Interface between BC units and development/infra teams for new systems.
• Identify possible system improvements and drive them within the SDO team.
• Monitor business processes and manage event handling/escalation.
• Provide training to end users and collaborators when required.
• Notify users and teams about serious incidents and changes in procedures.
• Develop test plans with BC and Business.
• Apply CSI and quality assurance measures.
• Follow guidelines for Incident, Problem and Knowledge Management.

Skills

Salesforce support

Analytical thinking

ITIL knowledge

Education

Bachelor's degree in Information Technology or related field

Tools

Support ticketing systems

Job description

Agrupa Global Talent in Barcelona is seeking a Salesforce-focused IT Support professional to join the IT HUB. You will provide second-level support for incidents, manage user requests, and assist with applying changes across the global systems.

Working with an international team, you will contribute to monitoring, problem management and knowledge sharing, while following ITIL guidelines to ensure stable operations and continuous improvement.