Black Duck Software is seeking a skilled and experienced Enterprise Applications Production Support Administrator. The role focuses on providing high-quality support to end-users through debugging issues, maintaining system integrity, and collaboration with stakeholders to resolve operational challenges on Black Duck’s core enterprise applications.

This position is not a development role but requires hands-on expertise in Salesforce and NetSuite applications, problem-solving capabilities, and strong communications.

As part of the Enterprise applications team, this role will have the opportunity to work in a collaborative and innovative environment where their skills will directly impact business operations worldwide.

Role Responsibilities:

• Application Support & Troubleshooting:

• Act as a Tier 2 support resource for addressing and resolving escalated Enterprise Application issues including Salesforce (SFDC), Boomi, and NetSuite applications.

• Debug and troubleshoot Salesforce Flows, Apex code, and other configurations to identify and resolve root causes.

• Read and understand APEX code to assist with debugging SFDC-related issues.

• Work closely with multiple development teams to address and resolve production issues related to system integration. This includes troubleshooting and coordinating efforts on complex challenges involving, but not limited to, REST API, system permissions, and other complex integration components.

• SQL & Database Troubleshooting: Write and analyze complex SQL and SOQL queries to identify data inconsistencies or issues.
• Understand relational databases and data models in Salesforce, NetSuite, and other integrated applications.
• NetSuite Administration & Support: Provide support for NetSuite UI issues and general administrative tasks. Troubleshoot NetSuite-related integration or data discrepancies.

• System Administration: Install and manage SFDC packages, perform data imports/exports, and configure system settings. Analyze integration failures and data exchange issues. Support ongoing Salesforce administration such as updating user permissions, creating new users, generating/updating custom report types.

• Customer & Stakeholder Communication:

• Act as the main point of contact for business users, ensuring clear and effective communication regarding issue resolution.

• Explain technical issues in a clear, non-technical manner to business users.

• Follow up with users to ensure their requests are fully resolved within defined SLAs.

• Manage end user’s expectations and experience in a way that results in high customer satisfaction.

• Work closely with developers to escalate and resolve complex technical issues.

• Documentation:

• Create detailed and structured user stories (in Jira) for the development team to ensure efficient issue resolution.

• Maintain proper documentation for troubleshooting processes, known issues, and resolutions.

Required Qualifications:

• Prior experience in customer service or helpdesk support is required.

• Excellent verbal and written communication skills—ability to interact effectively with business users and technical teams.

• Ability to manage SLAs, track tickets, and ensure timely resolution of issues.

• Strong analytical skills with the ability to troubleshoot and debug production issues efficiently.

• SFDC Administrator Certification is required

• Strong understanding of Salesforce administration, APEX code, and SFDC data structures.

• Ability to write and analyze complex SQL queries and understand relational databases.

• Expertise in SFDC Flow Automation

• Familiarity with REST API concepts.

• Comprehensive knowledge of Salesforce Communities and their configuration.

• Experience working with Jira or similar tools to create detailed user stories for development teams

Preferred Qualifications:

• Experience supporting enterprise-level applications in a fast-paced environment.

• Platform Developer Certification

• Experience working with CPQ

• Experience with NetSuite, including basic navigation and familiarity with key functionality

• Understanding of ServiceNow or similar IT service management tools for incident tracking.