Application Support Engineer

1 week ago


Bengaluru, India Artech Infosystems Pvt. Ltd. Full time

About the Role :


We are seeking a skilled and proactive Application Support Tier 2 Specialist to provide advanced technical customer support for our Cloud-based applications, with a strong focus on Salesforce troubleshooting at the platform level. This role requires deep analytical thinking, exceptional problem-solving skills, and the ability to manage complex technical issues while delivering outstanding customer experiences.


Key Responsibilities :


1. Tier 2 Technical Support & Troubleshooting :


- Provide second-level technical support for Cloud applications and web Salesforce platform-level issues, including but not limited to :


- Configuration issues : Incorrect field mappings, broken validation rules, workflow automation errors.


- Permission/access problems : Role hierarchy conflicts, profile or permission set misconfigurations.


- Integration failures : API errors, data sync issues with third-party applications.


- Performance issues : Slow page loads, query timeouts, resource bottlenecks.


- Customization bugs : Apex code exceptions, Lightning component failures, Flow Builder automation errors.


- Utilize Salesforce tools such as Setup Menu, Developer Console, Debug Logs, Object Manager, and Flow Builder for root cause analysis and resolution.


2. Incident Management & Root Cause Analysis :


- Investigate recurring or unknown technical issues, conducting deep dives to uncover underlying causes.


- Perform detailed root cause analysis (RCA) and document solutions for knowledge base entries.


- Collaborate with engineering, QA, and product teams to address systemic issues and prevent recurrence.


3. Customer Communication & Relationship Management :


- Communicate technical findings clearly to both technical and non-technical audiences.


- Maintain strong, empathetic, and professional interactions with customers under pressure.


- Provide timely status updates and set clear expectations regarding issue resolution timelines.


4. Cross-Functional Collaboration :


- Work closely with Salesforce Admins, Developers, and Technical Consultants to resolve platform issues.


- Escalate critical incidents to Tier 3 or engineering teams when necessary, ensuring proper documentation.


- Participate in knowledge-sharing sessions and continuous improvement initiatives.


5. Documentation & Knowledge Sharing :


- Create and maintain detailed technical documentation, SOPs, and troubleshooting guides.


- Contribute to internal knowledge bases to enable faster resolution of future & Requirements :


Education : BA/BS degree preferred, with emphasis on technical or analytical disciplines such as Engineering, Computer Science, or :


- Minimum 4 years of prior experience in technical customer support for Cloud applications and web technologies.


- Salesforce platform expertise is mandatory proven experience with troubleshooting, configuration, and integration.


- SQL proficiency preferred for data queries and troubleshooting.


- Knowledge of CPQ and CLM processes is a strong plus.


Skills & Attributes :


- Strong analytical skills with attention to detail and accuracy.


- Ability to drive complex issues to resolution in a structured, methodical manner.


- Excellent verbal and written communication skills, including strong documentation ability.


- Team player with adaptability to changing priorities in a fast-paced environment.


- Passion for learning new technologies and approaches.


Tools & Technologies


- Salesforce Platform Tools : Setup Menu, Developer Console, Debug Logs, Object Manager, Flow Builder.


- Databases & Querying : SQL (preferred).


- Cloud Technologies : [Specify relevant platforms/tools used internally].


- Collaboration & Ticketing Systems : Jira, ServiceNow, Zendesk (or similar).


Shift time : 4 : 00 pm to 1 : 00 AM IST

(ref:hirist.tech)

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