Overview
As a Salesforce Support Analyst at Aledade, you'll provide front-line and advanced support for the enterprise Salesforce platform, managing service cases, admin requests, and technical incidents while ensuring high user satisfaction and fast resolution. This role combines hands-on Salesforce development expertise with CI/CD pipeline knowledge to troubleshoot across configuration, code, and release processes. You'll work cross-functionally with developers, admins, architects, and DevOps teams to maintain platform reliability and drive continuous improvement in a healthcare technology environment.
Job Description
Salesforce Support Analyst at Aledade
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
- 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
- Assist in debugging, unit test failures, deployment issues, and post-release defects across lower and higher environments
- 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
- 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
Preferred KSAs
- Experience working in Healthcare, Financial Services, or other regulated industries
- Exposure to DevOps tools, source control, and automated testing frameworks
- Strong customer service mindset with excellent communication and stakeholder management skills
- Practical Salesforce development experience with Lightning Web Components (LWC)
- Experience in CI/CD pipelines, sandbox strategies, and release management processes
- Troubleshooting skills across configuration, code, integrations, and data layers
- Strong communication skills, both written and verbal
- Proven ability to work collaboratively with Developers, Architects, Product Owners, and DevOps teams
- Strong documentation, organization, and time-management skills
About Aledade
Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. Founded in 2014, Aledade has become the largest network of independent primary care in the country.
Benefits
- Flexible work schedules
- Remote work available
- Health/dental/vision insurance (80% covered)
- 21 days PTO
- 12 weeks parental leave
- 401(k) with 4% match
- Stock options