Sr Developer - Salesforce Support Engineer

Empowered By Innovation
Birlasoft, a global leader at the forefront of Cloud, AI, and Digital technologies, seamlessly blends domain expertise with enterprise solutions. The company s consultative and design-thinking approach empowers societies worldwide, enhancing the efficiency and productivity of businesses. As part of the multibillion-dollar diversified CKA Birla Group, Birlasoft with its 12,000+ professionals, is committed to continuing the Group s 170-year heritage of building sustainable communities.

Job Title / Position: Salesforce Support Engineer
Experience: 2-4 years
Location: Pune (Balewadi)
5 Days work from office

Immediate - 15days joiner preferred

Responsibilities:
- Provide end-to-end production support for Salesforce applications.
- Lead incident, problem, and change management activities.
- Troubleshoot complex application, integration, and data issues.
- Perform root cause analysis and drive permanent fixes for recurring incidents.
- Manage Salesforce security, sharing, data quality, and system performance.
- Support and enhance Service Cloud processes including Case Management, Queues, Assignment Rules, and Escalations.
- Coordinate with business stakeholders, development teams, and external vendors.
- Participate in release planning, deployment support, and hypercare activities.
- Mentor junior support engineers and establish support best practices.
- Prepare support metrics, incident reports, and governance updates.
Required Skills:
- 4 to 5 years of Salesforce Administration and Production Support experience.
- Strong expertise in Sales Cloud and Service Cloud.
- Experience with Salesforce security architecture and access management.
- Hands-on experience with Flow automation and troubleshooting.
- Experience supporting integrations with external applications.
- Knowledge of deployment processes and change management.
- Strong stakeholder management and communication skills.
- Experience working in SLA-driven support environments.
Preferred Certifications:
- Salesforce Certified Administrator
- Salesforce Service Cloud Consultant (Preferred)
Key Skills: Salesforce Administration, Salesforce Support, , Incident Management, Problem Management, Flow, Security Model, Reports & Dashboards, Data Management, RCA, ServiceNow, Jira, Production Support.