Salesforce Support Analyst

Lisbon, Portugal; Porto, Portugal
Mid-level (2-3 Years)
Hybrid
English Required

What is this challenge about:

  • Provide timely and effective technical support for Salesforce-related issues through email, ticketing systems, phone, or other support channels.
  • Diagnose, troubleshoot, and resolve Salesforce issues, including user access, configuration, and data integrity problems.
  • Escalate complex technical issues to L3 support teams when necessary, ensuring clear documentation and context.
  • Document support requests, issue resolutions, and user feedback in the ticketing system.
  • Maintain and update documentation related to support processes and business definitions.
  • Support user management activities, including user creation, deactivation, profiles, and permission sets.
  • Monitor Salesforce system performance and identify opportunities for improvement.
  • Create, troubleshoot, and maintain Salesforce Flows, Approval Processes, and Sharing Rules.
  • Develop and deliver basic training materials to support user adoption and best practices.
  • Assist users in effectively utilizing Salesforce for daily operational activities.
  • Create and maintain Salesforce reports and dashboards to support business insights and performance tracking.
  • Gather user feedback to identify opportunities for platform enhancements and usability improvements.
  • Collaborate closely with CRM and business teams to support ongoing platform improvements and business requirements.

What we are looking for:

  • +3 years of experience in a Salesforce Support Analyst role or similar CRM support environment.
  • Strong experience troubleshooting and resolving common Salesforce platform issues.
  • Solid knowledge of Salesforce standard objects and core functionalities.
  • Experience with Salesforce administration activities, including user and permission management.
  • Hands-on experience with Salesforce Flows, Approval Processes, and Sharing Rules.
  • Strong analytical and problem-solving skills with high attention to detail.
  • Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
  • Ability to prioritize and manage multiple tasks in a fast-paced environment.
  • Customer-oriented mindset with a strong focus on service quality.
  • Ability to work independently and collaboratively within cross-functional teams.
  • Living in Lisbon or Porto (hybrid role)
  • Fluent level of English.

We connect IT professionals with projects that match their skills, professional experience, and goals, then we offer a career progression program, delivered by in-house specialists - our People Experience Partners - to guide them through our journey with us.

What we offer:

  • A project that matches your skills and ambitions, as well as your preferences for working policies and culture.
  • A competitive salary with awesome benefits and opportunities to leverage your knowledge and network to earn additional income.
  • An empowering and respectful work culture enriched with social and learning events.
  • A People Experience Partner specially assigned to you - your go-to career guide, responsible for supporting your growth, facilitating training, and ensuring your work-life balance at KWAN.
At KWAN, they make sure that I feel comfortable with the client I’m working for and that what I’m doing aligns with my career aspirations.
Luis Caldeira, DevOps @ KWAN
At KWAN, I’m given the space to be myself and do what I love. I have control over the projects I work on, as well as the direction of my career.
Pedro Fonseca, Front End Developer @ KWAN
I see my People Experience Partner as someone who is always available to provide me with motivation and constant feedback, which helps me be sure that I am in the right place.
Josimar dos Reis, Software Developer @ KWAN
I know that I’ve contributed to the growth of a company that truly values a “people first culture”, because my ideas, experiences, and individuality were always appreciated.
João Nascimento, Software Developer (KWAN Alumni)
My two years at KWAN were an incredible experience! From the start, I was welcomed into a warm and collaborative environment where I felt truly supported.
Laís Ortiz, Software Developer @ (KWAN Alumni)
Grab this opportunity, apply now!

What You Can Expect as a KWANer

Respect isn’t optional here

You’re trusted to deliver and supported to speak up.

Dedicated People Experience Partner

Someone accountable for your growth, not your allocation.

Continuous learning, built in

Learning that keeps pace with the systems you build.

Recognition that’s visible

Your impact doesn’t go unnoticed. Through our Rocket Points System, we constantly recognize your contributions.

A culture you can feel

From movie and quiz nights to dinners and our annual summer gathering, we don’t just work together - we build real connections.

Flexible spaces to work your way

Remote-first, with physical hubs when you want connection.

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We review every application. If there’s alignment, we won’t let it get lost in a database.