Product Support Analyst - Salesforce
On-site · Melbourne, Victoria, Australia
Job Summary
The Product Support Analyst acts as the primary contact within the product delivery team for managing and coordinating Salesforce client issues and incidents requiring product development assistance, overseeing the flow from issue identification through resolution and deployment into production environments. Working closely with internal and external stakeholders including Product Management, Client Services and Third Party Vendors, the role ensures the best outcomes for MYOB clients by monitoring SLA targets, prioritising and escalating issues, coordinating with the Development Manager, and contributing to quality product delivery through hands-on testing and accurate release documentation.
Required Qualifications
- Experience as a support/quality assurance/test analyst/developer working in a team environment
- Experience working with Salesforce
- Knowledge of Application Support processes, terminology and measures along with an understanding of key success measures
- Knowledge of support and development ticketing systems to manage queues, progress, and communication
- Solid understanding of structured quality assurance approaches and techniques including test planning & analysis, test automation, test driven development, functional and non-functional testing and exploratory testing
- Good understanding of SDLC principles and the software development lifecycle including agile development methodologies such as Scrum, Kanban, Lean and Continuous Delivery
- Solid grasp of cloud solutions and cloud deployment
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