Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.

What is The Role:

We’re always on the search for amazing people. The CRM Engineering Team consists of people who have real passion for what they do and are masters at their craft. We reflect the larger company philosophy, to solve data problems, but focus internally on the systems we build and the internal partners we support. Agile in our processes, we strive to push the boundaries of our best-of-breed platforms to build a world-class systems operation. Our team thinks smart, strategic and scalable, and will push you to do the same.

We are hiring a Salesforce Support Administrator to provide essential support to our global internal team, serving as the first line of defense for operational questions and issues within our Salesforce environments. The ideal candidate would have previous experience in administering Department of Defense (DoD) Impact Level 4 or higher cloud service environments and must be eligible to work within these environments.

What You Will Be Doing

You will provide outstanding Tier 1 CRM Support and handle the every day requests and questions from Elasticians on our Salesforce environments and integrated SaaS applications. Daily responsibilities include:

• Manage case queues for end-user support.
• Coordinate and optimize user provisioning, deprovisioning, and permissions management across Salesforce and related integration apps.
• Conduct root cause analysis of recurring system issues and drive long-term solutions rather than temporary fixes.
• Perform bulk data loads.
• Guide end-users on how to efficiently use Salesforce features (e.g., Reports & Dashboards, List Views, Filters, etc.).
• Monitor system health including error logs, org limits, and connected app usage.
• Act as an escalation point for complex technical issues, coordinating with internal development teams and external vendors as needed.
• Handle ongoing incidents.
• Contribute to and maintain operational handbooks and internal knowledge base.
• Participate in our agile development process in partnership with Salesforce Admins, Developers, and Business Systems Analysts to design, test, and implement new features on Salesforce.
• Work closely with other Salesforce Administrators and Developers, Business Systems Analysts, and Product Owners to improve system capabilities.

What You Bring Along

• Hold an active Salesforce Administrator certification.
• Experience in managing support case queues, balancing multiple requests simultaneously, identifying patterns, and appropriately raising issues to leadership.
• Strong proficiency with SOQL/SQL for data analysis and troubleshooting.
• Competency with Salesforce features such as flows, process builders, workflows, security model and data management.
• Capability to develop user documentation and operational playbooks.
• Solid attention to detail.
• Outstanding problem-solving skills with the ability to analyze issues holistically.
• Prior experience administering and operating Department of Defense (DoD) Impact Level 4 or above cloud service environments.
• Eligibility to work in Department of Defense (DoD) Impact Level 4 or above cloud service environments.

Bonus Points

• Other Salesforce certifications such as Advanced Administrator, Platform App Builder, CPQ Specialist, Experience Cloud Consultant, Sales Cloud Consultant, and Service Cloud Consultant.
• Any developer experience on the Salesforce platform or other web application platforms.
• Familiarity or prior experience with Okta.
• Being one #AwesomeAdmin!

Compensation for this role is in the form of base salary.  This role does not have a variable compensation component.  

The typical starting salary range for new hires in this role is listed below.  In select locations (including Seattle WA, Los Angeles CA, the San Francisco Bay Area CA, and the New York City Metro Area), an alternate range may apply as specified below. 

These ranges represent the lowest to highest salary we reasonably and in good faith believe we would pay for this role at the time of this posting.  We may ultimately pay more or less than the posted range, and the ranges may be modified in the future.  

An employee's position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, geographic location, performance, and business or organizational needs.

Elastic believes that employees should have the opportunity to share in the value that we create together for our shareholders. Therefore, in addition to cash compensation, this role is currently eligible to participate in Elastic's stock program.  Our total rewards package also includes a company-matched 401k with dollar-for-dollar matching up to 6% of eligible earnings, along with a range of other benefits offered with a holistic emphasis on employee well-being.

The typical starting salary range for this role is:$94,300—$149,200 USDThe typical starting salary range for this role in the select locations listed above is:$113,300—$179,200 USDAdditional Information - We Take Care of Our People

As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.

We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

• Competitive pay based on the work you do here and not your previous salary
• Health coverage for you and your family in many locations
• Ability to craft your calendar with flexible locations and schedules for many roles
• Generous number of vacation days each year
• Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service
• Up to 40 hours each year to use toward volunteer projects you love
• Embracing parenthood with minimum of 16 weeks of parental leave

Different people approach problems differently. We need that. Elastic is an equal opportunity/affirmative action employer committed to diversity, equity, and inclusion. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.

We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co We will reply to your request within 24 business hours of submission.

Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster)

Elasticsearch develops and distributes encryption software and technology that is subject to U.S. export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions: Belarus, Cuba, Iran, North Korea, Russia, Syria, the Crimea Region of Ukraine, the Donetsk People’s Republic (“DNR”), and the Luhansk People’s Republic (“LNR”). If you are located in or are a national of one of the listed countries or regions, an export license may be required as a condition of your employment in this role. Please note that national origin and/or nationality do not affect eligibility for employment with Elastic.

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