Senior Engineer, CRM Support (Pitcher)

Responsibilities

• Provide L2-L3 support for the Pitcher platform, resolving complex technical and functional issues
• Troubleshoot application, data, and integration issues, identifying root causes
• Act as escalation point for the Super User community
• Collaborate with IT teams and vendors to resolve defects and enhancements
• Support integrations with enterprise systems such as Salesforce and SAP
• Manage incidents and requests via ServiceNow or similar tools
• Analyze recurring issues and propose improvements
• Partner with business stakeholders to translate needs into solutions
• Support onboarding and enablement of key users
• Maintain documentation and knowledge base
• WHAT YOU'LL BRING TO ALCON
• Education : Bachelor's degree in Computer Science, Information Systems, Engineering, or related field
• Languages : Advanced English required

Requirements

• 3-5 years supporting Pitcher platform OR 5+ years with similar platforms (Salesforce, Veeva, CRM tools)
• Experience in application or CRM support environments
• Hands-on troubleshooting of user issues, data inconsistencies, and integrations
• Exposure to APIs, data flows, and system integrations
• Experience with ticketing systems (ServiceNow, Jira)
• Experience supporting commercial or field users (pharma or medtech preferred)
• Skills and Competencies :
• Strong troubleshooting and problem-solving skills
• Understanding of CRM ecosystems and integrations
• Effective communication with technical and non-technical stakeholders
• Ability to manage multiple priorities and incidents
• Business understanding of sales and customer-facing processes
• HOW YOU CAN THRIVE AT ALCON
• Exposure to IT operations in a global environment
• Specialized career growth
• Collaborative team culture
• Alcon Careers
• See your impact at https://www.alcon.com/careers
• ATTENTION: Current Alcon Employee/Contingent Worker
• If you are currently an active employee/contingent worker at Alcon, please click the appropriate link below to apply on the Internal Career site.
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Benefits

Additional Information

Senior Engineer, Pitcher Platform Support Mexico City, Hybrid At Alcon, we're passionate about enhancing sight and helping people see brilliantly. With more than 25,000 associates, we innovate fearlessly, champion progress, and act swiftly to impact global eye health. We foster an inclusive culture, recognizing your contributions and offering opportunities to grow your career like never before. Together, we make a difference in the lives of our patients and customers. Are you ready to join us? This role is part of Alcon's Information Technology function, a team that delivers cutting-edge technology solutions to Alcon associates and customers to help our people and the world see brilliantly. The Senior Engineer, Pitcher Platform Support is responsible for providing advanced technical and functional support for the Pitcher platform, ensuring seamless operation for high-impact business users across commercial teams. This role sits at the intersection of application support, sales enablement, and system integration, supporting critical user workflows, troubleshooting complex issues, and collaborating with IT and business stakeholders to maintain platform performance and reliability.

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