
Application Support Engineer
1 week ago
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
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