Salesforce Support Engineer

Role Summary

We are looking for a Salesforce Administrator with strong L2/L3 production support experience to manage, support, and enhance Salesforce CRM applications. The candidate will be responsible for incident management, problem resolution, user support, system administration, release management, and continuous platform improvements.

Key Responsibilities

L2 Support

Resolve user issues, incidents, and service requests within SLA timelines.

Troubleshoot Salesforce application functionality, workflows, reports, dashboards, and security-related concerns.

Analyze production issues and coordinate with developers, integration teams, and business users.

Perform user administration activities including profile, role, permission set, and access management.

Support data uploads, data corrections, and data quality initiatives.

Monitor integrations, batch jobs, and scheduled processes.

L3 Support

Perform root cause analysis (RCA) for recurring and critical incidents.

Implement complex Salesforce configurations and platform enhancements.

Support deployments, release management, and environment maintenance.

Optimize Flows, Validation Rules, Approval Processes, and automation components.

Collaborate with development teams for defect fixes and enhancements.

Participate in major incident management and problem management activities.

Required Technical Skills

Salesforce Administration (Sales Cloud & Service Cloud)

Salesforce Lightning Experience

Salesforce Flow

User Access & Security Management

Reports & Dashboards

Data Loader

Change Sets & Release Management

Incident, Problem & Change Management

SOQL (basic knowledge)

Integration Monitoring

Preferred Skills

Salesforce Administrator Certification (ADM-201)

Salesforce Advanced Administrator Certification

Experience with ServiceNow/JIRA ticketing tools

Knowledge of Apex, Visualforce, and Lightning Components

Exposure to REST/SOAP APIs

Agile/Scrum delivery experience

BFSI/Insurance domain experience preferred

Mandatory Requirements

4+ years of Salesforce Administration experience.

Strong production support experience in L2/L3 environments.

Experience handling high-priority incidents and SLA-driven support.

Excellent communication and stakeholder management skills.

Ability to work in rotational shifts and on-call support when required.