Associate Support Engineer - Salesforce

About the role

We are seeking an Associate Software Engineer for our Salesforce Salesforce Developer to provide expert-level support for our Salesforce Consumer Goods (CG) Cloud platform, with a particular focus on Trade Promotion Management and Key Account Management modules. In this support-focused role, you will ensure the ongoing smooth operation, troubleshooting, and optimization of the TPM & KAM application. This role reports to the application lead.

Responsibilities

• Provide hands-on development support for incident resolution, break-fix efforts, and system enhancements related to the Salesforce TPM & KAM application.
• Analyze and troubleshoot issues reported by global business teams, delivering timely resolutions in line with SLA requirements.
• Act as the primary point of contact for escalated support tickets and investigate and resolve issues related to TPM & KAM functionality.
• Collaborate with business analysts and global stakeholders to gather, clarify, and refine requirements for new features or process improvements.
• Participate in the full development lifecycle, including estimation, technical design, development, code reviews, testing, deployment, and post-deployment support.
• Perform system maintenance activities such as routine updates, patches, and configuration changes to ensure seamless application performance.
• Monitor and evaluate system performance, identifying issues and opportunities for optimization and long-term stability.
• Troubleshoot and resolve data integrity issues, working with cross-functional teams to identify root causes and implement corrective actions.
• Support and troubleshoot integrations with external systems (e.g., ERP, TPM tools, analytics platforms) related to the TPP application.
• Stay up to date with Salesforce releases, applying relevant updates and patches to maintain system currency.
• Document support processes, known issues, and solutions in the knowledge base for training and reference purposes.

Requirements

• Bachelor's or Master's degree in Computer Science, Information Systems, or a related field.
• 1-2 years of experience in Salesforce administration, support, or architecture, with a strong focus on Salesforce Consumer Goods Cloud and Trade Promotion Management (TPM).
• Proven experience in supporting TPM/TPP processes such as promotion execution, fund management, claim management, and performance evaluation within the Consumer Goods industry.
• Hands-on experience with Salesforce Field Service, Einstein Analytics, MuleSoft, and Salesforce integration tools (including API management and data integration).
• Knowledge of Salesforce data models, security models, and process automation.
• Experience managing support tickets and working with cross-functional teams to resolve production issues quickly.
• Ability to perform detailed root cause analysis and deliver actionable solutions in a timely manner.
• Ability to review and support Apex based customizations in collaboration with the development team.
• Knowledge of declarative automation tools such as Flows, validation rules, and approval processes to support and optimize TPM business processes.
• Salesforce certifications such as Salesforce Certified Administrator, Consumer Goods Cloud Accredited Professional, or Sales Cloud Consultant are preferred.
• How We Work:
• We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:
• We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
• We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.
• Our Approach to Flexible Work:
• We embrace a flexible work model designed to empower a culture of growth, optimism, and wellbeing, where every employee can reach their full potential. Combining purposeful in-person collaboration with flexibility, our focus is to optimize performance an

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