Escalations Senior Analyst, Weekends

Escalations Senior Analyst, Weekends The Escalations Senior Analyst, Weekends is part of the Critical Incident Center (CIC) team, a highly customer-focused and hands‑on operational role. Key Responsibilities Provide weekend leadership for Salesforce's Support Management and Corporate Incident Response. Act as hands‑on escalation manager for all clouds for all Sev 1s and urgent Sev 2s, ensuring they are worked by the appropriate teams and assisting as needed. Represent Salesforce on customer bridges and webinars during critical incidents. Lead the weekend support function to achieve business objectives, including customer satisfaction, employee satisfaction, service levels, resolution time and project deadlines. Analyze case and incident trends with the Pillars to drive continuous improvement. Engage stakeholders to drive operational excellence, consistently achieving high internal and external customer satisfaction. Collaborate with agencies such as Infrastructure, Engineering, Operations, Technical Support, Customer Success, Industry and Partners, and Sales Leadership to ensure company‑wide alignment. Continuously raise the bar on customer service delivery excellence. Background & Experience Part of the overall responsibilities and qualifications are detailed below. The successful candidate will: Have 6+ years of experience in technical support, escalation management, and incident response in a high‑growth software/hardware technology organization. Be highly collaborative and diplomatic, curious, patient, open, and honest, able to develop strong working relationships across matrixed teams. Possess exceptional written and verbal communication skills, able to create and tailor communications appropriate for the audience and the situation. Be a strong team player with a service‑oriented attitude, focused on enhancing the customer experience and continuous improvement. Be a preemptive problem‑solver engaged both strategically and tactically. Have strong cloud and infrastructure technology and delivery experience. Have strong escalation management experience with multiple stakeholders, including customers and product teams. Have an understanding of Salesforce product offerings is strongly preferred. Bring intense operational rigor and effective project‑management skills, able to lead cross‑functional collaboration to achieve results. Have strong customer‑facing experience, bridge management, Incident Command, and be self‑motivated, taking initiative, assuming ownership, and running programs with minimal supervision. Deliver operational reports that provide qualitative and quantitative analysis of business performance. Work Hours Friday, Saturday, Sunday: 8 am – 8 pm Monday: 8 am – 12 pm Accommodations If you need a reasonable accommodation during the application or recruiting process, submit a request via the Accommodations Request Form. Posting Statement Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. Employees or potential employees will be assessed on the basis of merit, competence and qualifications without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Benefits Salesforce offers a variety of benefits to help employees live well, including time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and employee stock purchasing program. Incentive compensation, equity, and benefits may also apply. Typical base salary for this position is $94,000 – $142,300 annually. For more details about company benefits visit #J-18808-Ljbffr salesforce.com, inc.