KUKA_DUMMY_ROLE

Make an impact

• provide 2nd level support for licensing-related processes within the global my.KUKA ecosystem, ensuring efficient resolution of customer requests and system-related issues,
• manage and resolve support cases in Salesforce and Freshservice, including access-related issues, assignment errors, and license management requests,
• investigate, reproduce, and analyze reported incidents, validating root causes and coordinating with Product Owners to support defect resolution and system improvements,
• act as a key interface between customers, Product Owners, Hotline teams, and internal stakeholders, ensuring effective communication and collaboration across support processes,
• support first-level internal requests and facilitate communication between business teams and Product Owners,
• create, maintain, and continuously improve documentation related to licensing processes, Salesforce operations, interfaces, and technical solutions across the my.KUKA platform and Azure environments,
• conduct functional testing and quality assurance activities for new releases, enhancements, frontend and backend functionalities, and system integrations,
• support deployment activities and contribute to ensuring system stability, release quality, and a seamless user experience,
• maintain and configure license-related objects within Salesforce, ensuring alignment with product portfolio changes and business requirements,
• perform data loads and data maintenance activities to support Product Management, Hotline, and Product Support teams,
• drive continuous improvement initiatives for licensing processes, documentation standards, and support operations in collaboration with international teams.

What you need to succeed

• Experience in Salesforce administration, support, operations, or a comparable application support role,
• strong understanding of Salesforce platform functionality, case management processes, and licensing-related workflows,
• familiarity with ticketing and IT service management tools such as Freshservice, ServiceNow, or similar platforms,
• strong analytical and problem-solving skills with the ability to investigate, reproduce, and troubleshoot complex technical issues,
• excellent communication skills with the ability to collaborate effectively with customers, business stakeholders, and technical teams,
• ability to work independently while managing multiple priorities in an international environment,
• strong communication skills in English, both written and spoken