Salesforce Support Analyst

Overview

As a Salesforce Support Analyst, you will provide front-line and advanced support for the enterprise Salesforce platform, ensuring stable operations, high user satisfaction, and fast resolution of service requests and incidents. This role is responsible for managing Service Cases, Admin requests, and technical support across multiple Salesforce clouds and integrations. In addition to strong functional support skills, this role requires hands-on Salesforce development experience and a solid understanding of CI/CD deployment processes, enabling effective troubleshooting across configuration, code, and release pipelines.

You will work closely with Developers, Admins, Architects, Product Owners, and Dev Ops teams to ensure platform reliability and continuous improvement. Your work will directly impact business continuity, user productivity, release stability, and overall platform trust.

• Salesforce Service Case & Incident Management:
  Own and manage incoming Salesforce Service Cases related to incidents, service requests, and enhancements; ensure timely triage, prioritization, resolution, and communication with business users in accordance with SLAs and support standards.
• Salesforce Administration Support:
  Handle daily Salesforce Admin requests including user management, profiles, permission sets, roles, queues, validation rules, flows, page layouts, and reports; provide configuration-level fixes and enhancements while ensuring alignment with platform governance and security standards.
• Salesforce Development & Technical Support:
  Assist in debugging, unit test failures, deployment issues, and post-release defects across lower and higher environments.
• CI/CD, Release & Environment Support:
  Support CI/CD pipelines, sandbox environments, and release activities including validation, smoke testing, and deployment verification; collaborate with Dev Ops teams to investigate and resolve build failures, deployment errors, and environment synchronization issues.
• Documentation, Knowledge Management & Continuous Improvement:
  Create and maintain support documentation, standard operating procedures (SOPs), and user-facing knowledge articles; identify recurring issues and recommend process and automation improvements to reduce support volume and improve platform stability.

• Holds a BS/BTech degree (or higher)
• 2+ years of experience supporting enterprise Salesforce platforms
• Experience with Salesforce Administration, including security, automation, and configuration
• Proven experience managing Service Cases, incidents, defect triage, and user support in an enterprise environment

• Experience working in Healthcare, Financial Services, or other regulated industries
• Exposure to Dev Ops tools, source control, and automated testing frameworks
• Strong customer service mindset with excellent communication and stakeholder management skills
• Practical Salesforce development experience with Lightning Web Components (LWC)
• Experience in CI/CD pipelines, sandbox strategies, and release management processes
• Troubleshooting skills across configuration, code, integrations, and data layers

• Strong communication skills, both written and verbal, with the ability to explain technical issues to business users
• Proven ability to work collaboratively with Developers, Architects, Product Owners, and Dev Ops teams
• Strong documentation, organization, and time-management skills

• Sitting for prolonged periods of time. Extensive use of computers and keyboard. Occasional walking and lifting may be required.

Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we ve become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of health plans, we aim to flip the script on the traditional fee-for-service model.

Our work strengthens continuity of care, aligns incentives and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you re eager to join a collaborative, inclusive and remote-first culture - you ve come to the right place.

At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.

In addition to time off to support…