Systems Support Administrator

1-3 years of CS experience (previous experience in a technical or business systems function capacity is preferred)
2+ years of admin-level experience working with Salesforce Service Console, Experience Cloud, or as a Salesforce Sys Admin / Sr. Sys Admin
Salesforce certifications are highly desired
Proven Project Management and/or Business Systems Analyst (BSA) experience at the team/departmental level
Familiarity with relational database products and concepts (e.g., SQL, Relational Data Model)
Comfortable and confident working in an agile start-up environment

Ensure that core support systems in Service Console and Experience Cloud are administered, optimized, and configured to support omnichannel customer interactions
Build upon the first-gen Field Service tooling and process to improve response time and tactical effectiveness for scheduled maintenance and service of field-deployed products
Contribute to initiative identification, prioritization, and implementation with the Sr. Operations Manager and other support leaders
Manage scrums with identified SFDC developer resources to deploy new CRM features and tooling
Assist Support leaders with developing and implementing a CRM Roadmap to support the firm’s global expansion and product support needs
Utilize technical and business skills to optimize self-service resources and integrate internal troubleshooting/diagnostic tools
Perform regular security sweeps of all systems to ensure staff permissions are aligned to correct DRIs
Build and maintain Salesforce-based operational analytics/dashboards used by Support leaders
Work closely with the Skydio Analytics team to create analytics tools that join Support data to financial and drone telemetry datasets
Use Salesforce configuration-over-code best practices to build automated Support workflows and provide efficient Service Console user experiences