Platform Support Engineer

• Create and maintain objects, fields, record types, page layouts, validation rules and other platform configuration.

• Manage users, permission sets, access and security configuration.

• Create and maintain reports and dashboards.

• Configure solutions that support business processes and user journeys.

• Carry out controlled data changes and corrections where appropriate.

• Assess the impact and risk of configuration changes before implementation.

• Maintain clear documentation for platform configuration and changes.

Platform Change & Enhancement;

• Translate business requirements into practical and supportable platform changes.

• Work with users and stakeholders to understand problems and identify suitable improvements.

• Configure, test and validate changes before release.

• Support user acceptance testing and resolve issues identified during testing.

• Participate in release and deployment activities, including validation following production releases.

• Work with Platform Engineers where requirements need custom development, integration changes or more complex technical solutions.

Platform Engineering Collaboration;

• Work closely with the Platform Support Lead and Platform Engineers.

• Participate in relevant agile ceremonies, including stand-ups, refinement and sprint planning.

• Contribute technical knowledge during the investigation and design of platform changes.

• Provide insight from support issues and user feedback to help identify platform improvements.

• Support the investigation and testing of changes delivered by Platform Engineering.

Continuous Improvement & Knowledge;

• Develop strong knowledge of Stowe's end-to-end business processes and client journey.

• Identify recurring support issues and opportunities for permanent fixes.

• Improve existing configuration and automation where appropriate.

• Create and maintain technical documentation, runbooks, support guides and knowledge articles.

• Share technical knowledge with other members of the Platform Support team.

• Help build internal platform capability and reduce reliance on third-party implementation partners.

Stakeholder Support;

• Build positive working relationships with lawyers and central business teams.

• Explain technical issues and changes clearly to non-technical users.

• Work with the Platform Support Lead to ensure issues and changes are appropriately prioritised.

• Provide a professional, responsive and customer-focused support experience.

• Experience delivering and documenting Salesforce configuration changes.

• Ability to understand business requirements and translate them into practical platform solutions.

• Confidence working directly with users to investigate and resolve technical problems.

• Strong communication skills and the ability to explain technical matters to non-technical users.

• Ability to manage support activity and change work across competing priorities.

Desirable;

• Salesforce Certified Administrator.

• Salesforce Platform App Builder certification.

• Experience supporting Salesforce integrations and third-party applications.

• Experience with Salesforce Scheduler.

• Experience supporting CRM, legal or case management systems.

• Experience with release management and deployment processes.

• Experience with Copado or similar release management tooling.

• Experience working within an Agile delivery environment.

• Experience supporting SaaS platforms in a professional services organisation.