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 DevOps teams to ensure platform reliability and continuous improvement.
Your work will directly impact business continuity, user productivity, release stability, and overall platform trust.
Primary Duties
- 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 DevOps 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.
Minimum Qualifications
- 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.
Preferred KSA’s
Physical Requirements
- Sitting for prolonged periods of time. Extensive use of computers and keyboard. Occasional walking and lifting may be required.
Who We Are:
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.
What Does This Mean for You?
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 work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:
Flexible work schedules and the ability to work remotely are available for many roles
Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
Robust time-off plan (21 days of PTO in your first year)
Two paid volunteer days and 11 paid holidays
12 weeks paid parental leave for all new parents
Six weeks paid sabbatical after six years of service
Educational Assistant Program and Clinical Employee Reimbursement Program
401(k) with up to 4% match
Stock options
And much more!
At Aledade, we don’t just accept differences, we celebrate them! We strive to attract, develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.
