Salesforce L2 Support Engineer

Job Title: Salesforce L2 Support Engineer

Job Summary

We are seeking a highly motivated and detail-oriented Salesforce L2 Support Engineer to provide ongoing support, maintenance, and enhancement of Salesforce applications. The ideal candidate will be responsible for troubleshooting issues, resolving incidents, managing service requests, and ensuring optimal performance of Salesforce platforms while working closely with business users, L1 support teams, developers, and administrators.

Key Responsibilities

Incident Management

• Analyze, troubleshoot, and resolve Salesforce-related incidents escalated from L1 support.
• Perform root cause analysis (RCA) for recurring issues and recommend preventive measures.
• Ensure incidents are resolved within defined SLAs.
• Monitor Salesforce environments and proactively identify potential issues.

Application Support

• Support Salesforce Sales Cloud, Service Cloud, Experience Cloud, and custom applications.
• Manage user access, profiles, roles, permission sets, queues, and sharing rules.
• Resolve issues related to workflows, validation rules, approval processes, reports, dashboards, and automation tools.
• Support integrations between Salesforce and third-party applications.

Change & Release Support

• Participate in deployment activities across Sandbox and Production environments.
• Validate application functionality after releases and perform post-deployment verification.
• Assist in regression testing and UAT support.

User Support & Training

• Provide technical guidance and support to business users.
• Document known issues, workarounds, and support processes.
• Conduct user training sessions when required.

Monitoring & Maintenance

• Monitor system health, data quality, and integration jobs.
• Identify opportunities for performance optimization and automation.
• Maintain audit logs and support compliance requirements.

Required Skills & Qualifications

Technical Skills

• 3+ years of hands-on Salesforce support experience.
• Strong understanding of:
• Salesforce Sales Cloud
• Service Cloud
• Lightning Experience
• Workflow Rules, Process Builder, Flow
• Validation Rules
• Reports & Dashboards
• Profiles, Roles, Permission Sets
• Data Loader and Data Management
• Experience with Salesforce security and access management.
• Knowledge of Salesforce integrations using REST/SOAP APIs.