Salesforce Support Engineer

Job Summary: We are looking for an experienced Salesforce Production Support professional to manage and maintain our Salesforce environment, ensuring smooth operations, quick issue resolution, and continuous improvement. The role involves troubleshooting production issues, managing incidents, performing root cause analysis, and coordinating with cross-functional teams for fixes and enhancements.

Roles &Responsibilities:

• Provide L2/L3 support for Salesforce applications across production and lower environments.
• Monitor system performance and ensure platform stability, availability, and data integrity.
• Troubleshoot and resolve issues related to Salesforce configuration, workflows, triggers, validation rules, and integrations.
• Analyze and resolve incidents, service requests, and minor enhancements via ServiceNow or similar tools.
• Perform root cause analysis and implement permanent fixes to recurring issues.
• Manage and support user administration profiles, roles, permission sets, queues, and sharing rules.
• Coordinate with Salesforce developers, admins, and business users to validate and deploy fixes.
• Support release management deployments, sandbox refreshes, and post-deployment validation.
• Maintain documentation for support procedures, issue resolutions, and known error database.
• Ensure adherence to ITIL processes (Incident, Problem, Change Management).
• Provide call/off-hours support as part of a rotational schedule.

Required Skills and Qualifications:

• Bachelors degree in computer science, Information Technology, or related field.
• 3+ years of experience in Salesforce Production Support or Salesforce Administration.
• Experience supporting in one of the cloud Sales Cloud, Service Cloud, Commerce Cloud or Experience Cloud.
• Strong understanding of Salesforce configuration (objects, fields, validation rules, flows, reports, dashboards).
• Familiarity with Apex classes/triggers, SOQL, and Lightning Web components (for troubleshooting).
• Experience with integration troubleshooting (REST/SOAP APIs, middleware logs).
• Hands-on experience using Salesforce setup, Data Loader, and Change Sets.
• Proficiency in incident management tools (e.g., ServiceNow).
• Excellent analytical, problem-solving, and communication skills.
• Salesforce Administrator certification preferred.
• Additional certifications (Platform App Builder, Platform Developer I) are a plus.

Nice to Have Skills:

• Knowledge of DevOps tools like Copado.
• Exposure to Agile methodology and sprint-based delivery.
• Basic knowledge of SOQL/SOSL and data migration tools.

Non-IT Skills:

• Strong ownership and accountability mindset.
• Ability to work under pressure and meet SLAs.
• Good coordination and communication skills for working with distributed/global teams.
• Customer-focused with a proactive approach to issue prevention.
• Ability to work in rotational shifts.