Salesforce L2/L3 support
Xebia is a global AI-first, digital transformation, and engineering partner. With over 25 years of experience and a team of 5,000 professionals across 16 countries, we help organizations design and build scalable products, platforms, and data-driven solutions.
We specialize in Artificial Intelligence, Data and Cloud, Intelligent Automation, and Digital Products, combining deep technical expertise with a strong focus on engineering excellence and a people-first culture.
In the CEE region, we’re a team of nearly 1,000 experts delivering modern applications, data platforms, and AI solutions for clients such as Millennium, ING, Play, Edenred, Arabian Drilling, FedEx, Leroy Merlin, Truecaller, Volotea, Schmitz Cargobull, and many, many more. We work with leading technologies including AWS, Azure, GCP, Databricks, and Snowflake, and combine strong engineering culture with a consulting mindset and a continuous focus on growth and knowledge sharing.
We are looking for an experienced Salesforce L2/L3 Support Engineer to join an Application Management Services (AMS) team supporting the client's CRM ecosystem.
The project covers end-to-end application management and support for a complex CRM environment, including Salesforce Cloud, Cloud CRM, Marketing Cloud, integrations, APIs, middleware components, batch jobs, interfaces and supporting services.
The team is responsible for production support, incident and problem management, application maintenance, bug fixing, enhancements, monitoring, security remediation, continuous improvement, release support and technical documentation.
The service handles approximately 1,300 tickets per year, with defined SLA commitments and established governance processes.
You will be joining a team consisting of a Salesforce Architect, two Salesforce Engineers and a QA Engineer. The role does not require on-call support.
The position can be based in Italy or elsewhere in the EU, provided you have at least B2+ Italian. Occasional presence in Milan may be required, expected to be approximately twice per year for 2–3 days.
You will be:
- acting as a primary resolver across L2 and L3 support,
- supporting the Salesforce platform across production support, maintenance and continuous improvement activities,
- investigating and resolving incidents, issues, technical activities and service requests,
- troubleshooting complex technical problems and performing root cause analysis,
- supporting Salesforce development and configuration activities using Apex, SOQL, Flow, LWC and Aura,
- supporting production releases, deployments and post-release activities,
- collaborating with the Salesforce Architect, Engineers, QA and other stakeholders,
- ensuring timely resolution of issues in line with agreed SLA requirements,
- working in an Italian-speaking AMS environment.
Your profile:
- Italian language - at least B2+ level - is a must,
- analysing incidents and performing ticket triage,
- investigating user issues, service requests and functional problems,
- monitoring alerts and identifying potential production issues,
- handling complex L3 technical issues and performing code-level debugging,
- troubleshooting performance-related issues and supporting production issue resolution,
- participating in war rooms for critical incidents,
- performing batch failure triage and recovery,
- implementing changes and fixes using Apex, Flow and LWC,
- assessing the technical impact of managed-package updates,
- delivering approximately 2 monthly enhancements,
- delivering smaller improvement items with a target turnaround time of under 5 days,
- preparing Technical Analysis, Delivery Notes, Release Notes and Bug/Incident Reports,
- supporting corrective and evolutionary maintenance,
- supporting security vulnerability remediation,
- supporting release and deployment activities using Azure DevOps and Ant-based deployment,
- practical experience using AI-powered assistants (e.g. Claude Code, GitHub Copilot, Cursor) to improve productivity, quality, or decision-making in software delivery,
- English - at least B2,
- Work from the European Union region and a work permit are required.
Nice to have:
-
experience applying GenAI in a more structured way within the SDLC, including defined workflows, prompt patterns, or tool integrations embedded into daily work,
-
interest in and familiarity with emerging AI-driven practices (e.g. agent-based workflows, automation patterns, AI-augmented development), with a willingness to explore and experiment beyond standard approaches.
Recruitment Process:
CV review – HR call – Interview – Client Interview – Decision
Skills
As published by greenhouse · 16 questions
Basics
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter
Short answers (8)
- LinkedIn Profile optional
- Website optional
- What is your notice period?
- What is your preferred form of cooperation?
- What are your financial expectations?
- Please specify if the given salary is in net or gross value
- Please specify if the salary expectation are provided hourly or monthly
- Currency of the salary expectations
Pick from a list (8)
- Where did you find this job?
- Do you speak Italian at least on a C1 level?
- What country do you currently reside in?
- Do you have documents entitling you to work in the European Union (valid work permits to work in the EU)?
- Do you speak English at a minimum B2 level?
- I declare that I agree to the processing of my Personal Data contained in the content of documents sent in response to the job/cooperation offer, and Personal Data collected during a possible recruitment interview, in order to participate in future recruitment processes conducted by the Administrator, i.e. Xebia sp. z o.o. with its registered office in Wrocław. optional
- I declare that I agree to sending to my e-mail address indicated in the content of recruitment documents, any information about recruitment processes conducted by the Administrator, i.e. Xebia sp. z o.o. with its registered office in Wrocław. optional
- The administrator of Personal Data is Xebia sp. z o.o. with its registered office in Wrocław, ul. Sucha 3, 50-086 Wrocław, KRS: 0000978067, NIP: 8971719181, REGON: 020363023 with a share capital of PLN 37 168 600.00. Your data contained in the CV will be processed only for recruitment purposes. The legal basis for the processing of your personal data is art. 221 cl. 1 of the Labour Code. If you provide separate consent, we will process your personal data also for future recruitment purposes. You have the right to access your personal data, to correct them, to remove them, to restrict their processing, to transfer your data, to submit an objection, to withdraw consent to data processing any time without affecting the lawfulness of processing carried out on the basis of the consent before it was withdrawn. In order to exercise the abovementioned rights, please send an e-mail with your request to: gdpr.pl@xebia.com. If you believe that your data are processed illegally, you can submit a complaint to the supervisory body with its registered office in ul. Stawki 2, Warsaw. We may only disclose your personal data if you provide consent thereto or to authorised bodies, when necessary. optional