Associate Support Engineer - Salesforce

Overview

Key Responsibilities

• Provide development support for incident resolution, break-fix efforts, and enhancements to Salesforce TPM and KAM applications.
• Troubleshoot issues reported by global business teams and deliver resolutions within SLA requirements.
• Serve as the primary contact for escalated TPM and KAM support tickets.
• Collaborate with business analysts and stakeholders to refine requirements for new features and process improvements.
• Participate in estimation, design, development, code reviews, testing, deployment, and post-deployment support.
• Perform routine system updates, patches, and configuration changes.
• Monitor system performance and identify optimization opportunities.
• Resolve data integrity issues through root-cause analysis and corrective actions.
• Support integrations with external ERP, TPM, and analytics systems.
• Apply relevant Salesforce releases and patches.
• Document support processes, known issues, and solutions in the knowledge base.

Skills and Experience

• Bachelor's or Master's degree in Computer Science, Information Systems, or a related field.
• 1-2 years of Salesforce administration, support, or architecture experience focused on Consumer Goods Cloud and Trade Promotion Management.
• Experience supporting promotion execution, fund management, claim management, and performance evaluation processes.
• Hands-on experience with Salesforce Field Service, Einstein Analytics, MuleSoft, and Salesforce integration tools.
• Knowledge of Salesforce data models, security models, and process automation.
• Experience managing support tickets and resolving production issues with cross-functional teams.
• Ability to conduct root-cause analysis and deliver timely actionable solutions.
• Ability to review and support Apex-based customizations.
• Knowledge of Flows, validation rules, and approval processes for TPM business processes.

Preferred Qualifications

• Salesforce Certified Administrator, Consumer Goods Cloud Accredited Professional, or Sales Cloud Consultant certification is preferred.

Flexible Work

• Mattel describes a flexible work model combining purposeful in-person collaboration with flexibility, without stating a specific remote or hybrid schedule for this role.