SFDC Support Engineer

2 weeks ago

Bengaluru, India Coreflex Solutions Pvt Ltd Full time

The Salesforce Support Engineer is responsible for providing technical support to customers using Sales Cloud.

- You will play a vital role in ensuring the smooth operation and optimization of our Salesforce platform.

- You will be responsible for providing technical support to users, troubleshooting issues, and collaborating with cross-functional teams to enhance the Salesforce experience for both internal users and external customers.

- This role requires a deep understanding of Salesforce functionality, excellent problem-solving skills, and effective communication with stakeholders.

Roles &Responsibilities :

- Provide Tier 2 and Tier 3 technical support to users experiencing issues with the Salesforce platform.

- Investigate and resolve incidents related to Salesforce configuration, customization, integration, and data management.

- Collaborate with Tier 1 support team to ensure timely and accurate responses to user inquiries.

- Document and track support cases, ensuring proper categorization, prioritization, and resolution.

- Analyse and troubleshoot complex issues involving Salesforce workflows, automation, security, and third-party integrations.

- Assist in the design, development, and testing of solutions to address recurring problems or improve system performance.

- Collaborate with developers, administrators, and business analysts to implement enhancements, patches, and upgrades to the Salesforce platform.

- Maintain a strong understanding of Salesforce best practices, new features, and updates.

- Participate in on-call rotation to provide after-hours support when necessary.

- Conduct training sessions for users to promote self-service and prevent common issues.

- Contribute to the creation and maintenance of support documentation, knowledge base articles, and troubleshooting guides.

Qualifications :

- Bachelor s degree in computer science, Information Technology, or related field (or equivalent work experience).

- Salesforce Administrator certification is required; additional certifications such as Salesforce Advanced Administrator or Salesforce Platform App Builder are a plus.

- Proven 4+ years of experience supporting in Salesforce.

- Strong understanding of Salesforce platform architecture, data model, and security features.

- Should know ITSM principles and Major incident management process.

- Proficient in troubleshooting complex issues related to Salesforce configuration, customizations, and integrations.

- Familiarity with programming languages such as Apex and Lightning Components is a plus.

- Excellent communication skills with the ability to convey technical information to non-technical users.

- Strong problem-solving skills and the ability to work independently and collaboratively.

- Prior experience in a customer-facing role and a dedication to delivering exceptional customer service.

- Knowledge of ITIL or other IT service management frameworks is advantageous.

- Experience with Sales cloud, Jira, ServiceNow, or similar support ticketing systems is preferred.

- Ability to adapt to a dynamic and fast-paced environment with shifting priorities.

Skills : Principles,salesforce Functionality,troubleshooting Guides,data Management,lightning Components,salesforce Configuration,salesforce Platform,third-party Integrations,salesforce Platform Architecture,salesforce Advanced Administrator,incident Management Process,troubleshooting Complex Issues,salesforce Support Engineer,track Support Cases,salesforce Platform App Builder

(ref:hirist.tech)

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