Senior Engineer – Pitcher CRM Support

About the role

Alcon is seeking a Senior Engineer to provide advanced technical and functional support for the Pitcher CRM platform. The role ensures seamless operation for commercial teams, bridging application support, sales enablement, and system integration.

Key responsibilities

• Deliver L2‑L3 support for the Pitcher platform, resolving complex technical and functional issues.
• Troubleshoot application, data, and integration problems, identifying root causes.
• Act as escalation point for the Super User community.
• Collaborate with IT teams and vendors to address defects and implement enhancements.
• Support integrations with enterprise systems such as Salesforce and SAP.
• Manage incidents and requests via ServiceNow or similar ticketing tools.
• Analyze recurring issues and propose process improvements.
• Partner with business stakeholders to translate needs into solutions.
• Assist with onboarding and enablement of key users.
• Maintain documentation and knowledge‑base articles.

Required profile

• Bachelor’s degree in Computer Science, Information Systems, Engineering or related field.
• 3‑5 years of experience supporting the Pitcher platform or 5+ years with comparable CRM tools.
• Strong troubleshooting and problem‑solving abilities.
• Effective communication with both technical and non‑technical stakeholders.
• Ability to manage multiple priorities in a fast‑paced environment.

Required skills

• Pitcher platform
• Salesforce
• SAP
• ServiceNow
• Jira
• APIs and data integration
• CRM ecosystem knowledge

What we offer

• Exposure to global IT operations.
• Specialized career growth opportunities.
• Collaborative team culture.