Staff IT Application Support Engineer - GTM

About the position

At Palo Alto Networks, we are looking for analytical, agile, and influential leaders to join our information technology team. This role involves providing advanced technical support for Salesforce CPQ, Sales, and Service Cloud applications, troubleshooting and resolving escalated issues, and engaging with stakeholders to ensure effective problem resolution. You will also assist in configuring and maintaining CPQ settings, conduct user training sessions, and create and update support documentation. Collaboration with cross-functional teams is essential to address challenges related to these applications. This position requires working in a shift model to provide global and on-call support.

Responsibilities

• Provide advanced support for Salesforce CPQ, Sales and Service Cloud issues, troubleshooting and resolving escalated problems.
• Analyze, triage, and resolve production support tickets, providing root cause analysis as needed.
• Engage with stakeholders to troubleshoot production support issues.
• Create problem management and JIRA tickets for repetitive issues.
• Assist in configuring and maintaining CPQ, Sales and Service Cloud settings, including product rules, pricing, and discounting structures.
• Conduct training sessions for end-users on CPQ and Sales and Service Cloud functionalities.
• Create and update support documentation, knowledge base articles, and process flows.
• Work with cross-functional teams to address and resolve CPQ and Sales and Service Cloud-related challenges.
• Maintain agreed service level agreements (SLAs), mean time to acknowledge (MTTA), and mean time to resolve (MTTR).

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in Salesforce CPQ, Sales and Service Cloud.
• Strong understanding of 'Lead to Cash' business processes.
• Ability to analyze issues and provide effective solutions promptly.
• Excellent verbal and written communication skills to interact with technical and non-technical users.
• Strong problem-solving skills to address complex scenarios.
• Meticulous attention to detail in configuration and documentation.
• Familiarity with ITIL framework and best practices for incident management.

Nice-to-haves

• Salesforce CPQ Specialist certification.
• Sales and Service Cloud certification.

Benefits

• Flexible benefits wellbeing spending account with over 1,000 eligible items.
• Mental and financial health resources.
• Personalized learning opportunities.
• Restricted stock units and bonuses may be included in compensation.