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. The CEE region team, nearly 1,000 experts, delivers modern applications, data platforms, and AI solutions for clients such as McLaren, Aviva, Deloitte, Spotify, Disney, ING, UPS, Tesco, and more. They work with technologies including AWS, Azure, GCP, Databricks, and Snowflake.

• Italian language proficiency at least B2+
• Experience analyzing incidents and performing ticket triage
• Investigating user issues, service requests, and functional problems
• Monitoring alerts and identifying 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 technical impact of managed-package updates
• Delivering approximately 2 monthly enhancements and smaller improvements within under 5 days
• Preparing Technical Analysis, Delivery Notes, Release Notes, and Bug/Incident Reports
• Supporting corrective and evolutionary maintenance and 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 software delivery
• English proficiency at least B2
• Work from the European Union region and possessing a valid work permit are required

Nice to have:

• Experience applying GenAI in structured SDLC workflows, prompt patterns, or tool integrations
• Interest in and familiarity with emerging AI-driven practices such as agent-based workflows, automation patterns, and AI-augmented development

• Acting as a primary resolver for L2 and L3 support
• Supporting the Salesforce platform including production support, maintenance, and continuous improvement
• Investigating and resolving incidents, technical issues, and service requests
• Troubleshooting complex problems and performing root cause analysis
• Supporting Salesforce development and configuration 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 aligned with SLA requirements
• Working in an Italian-speaking AMS environment