Associate Support Engineer - Salesforce

Mattel, Inc.; Hyderabad; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Mattel, Inc. seeks an Associate Software Engineer to support our Salesforce Consumer Goods Cloud TPM and KAM modules. You will troubleshoot, maintain, and optimize TPM/TPP processes, collaborating with global teams to deliver reliable solutions.

The role focuses on incident resolution, feature enhancements, and integration support within a robust Salesforce environment, reporting to the application lead.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Information Systems, or related field.
• 1–2 years of Salesforce administration, support, or architecture experience with CG Cloud and TPM.
• Experience supporting TPM/TPP processes in Consumer Goods industry.
• Hands-on with Salesforce Field Service, Einstein Analytics, MuleSoft and integration tools.
• Knowledge of Salesforce data and security models and declarative automation.

Responsibilities

• Provide hands-on development support for incident resolution and system enhancements.
• Analyze issues from global teams and deliver timely resolutions in line with SLA.
• Act as the primary contact for escalated tickets and investigate TPM/KAM issues.
• Collaborate with business analysts to refine requirements for new features.
• Participate in the full development lifecycle, including design, development, testing and deployment.
• Perform maintenance such as patches and configuration changes for seamless performance.
• Monitor system performance and identify optimization opportunities.
• Troubleshoot data integrity issues with cross-functional teams.
• Support integrations with ERP, TPM tools, and analytics platforms.
• Stay up to date with Salesforce releases and apply updates.
• Document processes and known issues in the knowledge base.

Skills

Salesforce TPM

Salesforce Admin

Troubleshooting

Root cause analysis

Cross-functional collaboration

API integration

Education

Bachelor’s or Master’s in CS/IS

Tools

Salesforce Field Service

Einstein Analytics

MuleSoft

Salesforce integration tools

APIs

Job description

Overview

Associate Software Engineer for our Salesforce Developer to provide expert-level support for our Salesforce Consumer Goods (CG) Cloud platform, with a particular focus on Trade Promotion Management and Key Account Management modules. In this support-focused role, you will ensure the ongoing smooth operation, troubleshooting, and optimization of the TPM & KAM application. This role reports to the application lead.

Key Responsibilities

• Provide hands‑on development support for incident resolution, break‑fix efforts, and system enhancements related to the Salesforce TPM & KAM application.
• Analyze and troubleshoot issues reported by global business teams, delivering timely resolutions in line with SLA requirements.
• Act as the primary point of contact for escalated support tickets and investigate and resolve issues related to TPM & KAM functionality.
• Collaborate with business analysts and global stakeholders to gather, clarify, and refine requirements for new features or process improvements.
• Participate in the full development lifecycle, including estimation, technical design, development, code reviews, testing, deployment, and post‑deployment support.
• Perform system maintenance activities such as routine updates, patches, and configuration changes to ensure seamless application performance.
• Monitor and evaluate system performance, identifying issues and opportunities for optimization and long‑term stability.
• Troubleshoot and resolve data integrity issues, working with cross‑functional teams to identify root causes and implement corrective actions.
• Support and troubleshoot integrations with external systems (e.g., ERP, TPM tools, analytics platforms) related to the TPP application.
• Stay up to date with Salesforce releases, applying relevant updates and patches to maintain system currency.
• Document support processes, known issues, and solutions in the knowledge base for training and reference purposes.

Skills & Experience

• Bachelor’s or Master’s degree in Computer Science, Information Systems, or a related field.
• 1-2 years of experience in Salesforce administration, support, or architecture, with a strong focus on Salesforce Consumer Goods Cloud and Trade Promotion Management (TPM).
• Proven experience in supporting TPM/TPP processes such as promotion execution, fund management, claim management, and performance evaluation within the Consumer Goods industry.
• Hands‑on experience with Salesforce Field Service, Einstein Analytics, MuleSoft, and Salesforce integration tools (including API management and data integration).
• Knowledge of Salesforce data models, security models, and process automation.
• Experience managing support tickets and working with cross‑functional teams to resolve production issues quickly.
• Ability to perform detailed root cause analysis and deliver actionable solutions in a timely manner.
• Ability to review and support Apex based customizations in collaboration with the development team.
• Knowledge of declarative automation tools such as Flows, validation rules, and approval processes to support and optimize TPM business processes.

Preferred Qualifications

• Salesforce certifications such as Salesforce Certified Administrator, Consumer Goods Cloud Accredited Professional, or Sales Cloud Consultant.

Mattel is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers, and all applicants will receive consideration for employment.