Job Description:

Merkle powers the experience economy. For more than 35 years, the company has put people at the heart of its approach to digital business transformation. As the world's only integrated experience consultancy with a heritage in data science and business performance, Merkle delivers holistic, end-to-end experiences that drive growth, engagement, and loyalty. With more than 16,000 employees, Merkle operates in 30+ countries throughout the Americas, EMEA, and APAC. 

In Bulgaria, we manage a global client portfolio, providing a single source of expertise, technology, and operational support. We have a proven track record for delivering, managing, and innovating multi-channel commerce platforms for major international brands and retailers, including adidas, Clarins, ASDA, Shiseido, and more. Our world-class team has delivered sites for over 35 brands, including more than 400 transactional e-commerce sites across 60 locations on 6 continents. Our scope is expanding with the introduction of new data engineering practices, paid search and social advertising, and SEO. We look forward to what's next.    

We're hiring a Salesforce Support Consultant (Developer) at Merkle in Sofia. 

Purpose
We are looking for a Salesforce Support Consultant (Developer) with a solid understanding of the Salesforce platform and a problem-solving mindset. This role sits within our Support team, assisting clients by troubleshooting issues, implementing solutions, and continuously improving their Salesforce environments. The ideal candidate will have experience in Salesforce development, a proactive approach to customer support, and a desire to grow within the Salesforce ecosystem.  

Key Responsibilities  

Technical Development & Support

• Automate processes where possible to enhance efficiency and reduce manual intervention.  

• Develop and fix bugs within the Support team to ensure a stable and efficient Salesforce environment for clients.  

• Troubleshoot and resolve technical issues across Salesforce clouds, ensuring best practices are followed.  

• Identify and propose feature enhancements or system improvements during low-ticket periods.  

  

Customer Support & Problem-Solving 

• Respond to and resolve tickets in a timely and professional manner.  

• Proactively update customers on ticket progress and provide clear documentation.  

• Prioritise high-impact tickets and escalate when necessary to ensure customer satisfaction.  

• Regularly review customer roadmaps and collaborate with account teams to ensure alignment with business goals.  

  

Collaboration & Knowledge Sharing  

• Work closely with sales teams to identify cross-practice opportunities and potential upsell solutions.  

• Participate in internal and external Salesforce learning sessions, staying up to date with platform advancements.  

• Maintain an up-to-date personal certification plan and document key learnings for the wider team.  

• Encourage and support peers in their professional development while fostering a positive, solutions-focused team environment.  

  

Strategic & Operational Efficiency  

• Embed AI and automation into support processes to strengthen competitiveness and service delivery.  

• Maintain discipline in time tracking, task completion, and compliance with internal processes.  

• Contribute to a culture of continuous improvement by regularly reviewing and refining operational workflows.  

  

Required Skills & Experience 

• Experience: 3-10 years of experience in Salesforce development, support, or administration.  

• Proficiency in Apex, SOQL, and Lightning Web Components (LWC).  

• Experience with automation tools (Flows, Process Builder, Triggers).  

• Familiarity with Salesforce APIs and integrations.  

• Problem-Solving: Strong analytical skills with a proactive approach to troubleshooting and process improvement.  

• Customer Focus: Excellent communication skills and a service-oriented mindset.  

• Certifications: Salesforce Administrator or Platform Developer I (or willingness to obtain).  

  

Preferred Qualifications  

• Experience with AI and automation tools within Salesforce.  

• Exposure to DevOps and CI/CD pipelines for Salesforce development.  

Min. Certifications 

• Salesforce Admin Certification 

• Platform Developer 1 Certification 

This is a great opportunity for someone looking to expand their Salesforce development skills within a collaborative support team while engaging with clients and driving platform improvements.  

What do we offer:

• We are strong advocates of work-life balance, so we provide all our staff with 25 days of paid leave and 3 fixed well-being days off annually.

• A hybrid work model for our teams so they can work from the office or the comfort of their home.

• Free parking spaces for all our employees working from the office.

• Complimentary drinks and snacks in the office to keep energy levels up.

• Parent-friendly culture and potential for additional days off to create new memories with your loved ones.

• Life Insurance, Health and dental insurance plans or, if selected, gift vouchers instead.

• Sports card, partially covered by the company and food vouchers.

• 2 days off for volunteering and numerous charity initiatives throughout the year.

• Opportunity to attend training, conferences and get certification sponsored by the company upon availability and business need.

About dentsu:

Taking a people-centred approach to business transformation, we use insights to connect brand, content, commerce and experience, underpinned by modern creativity. As part of Dentsu Group Inc., we are headquartered in Tokyo, Japan, and our 65,000-employee base of dedicated professionals works across four regions (Japan, Americas, EMEA and APAC). Dentsu combines Japanese innovation with a diverse, global perspective to drive client growth and to shape society. 

Location:

69 Bulgaria Blvd., 1404, Sofia, Bulgaria

Brand:

Merkle

Time Type:

Full time

Contract Type:

Permanent