Senior Engineer

4 weeks ago

Chennai, Tamil Nadu, India Movate Technologies Full time
Job Description

- Provide prompt and effective technical support for Salesforce Experience Cloud issues to end-users and internal teams.
- Diagnose, troubleshoot, and resolve technical problems; identify root causes and apply timely solutions.
- Collaborate with other support teams to resolve complex issues and ensure seamless service.
- Log, track, and manage tickets using tools like Ivanti, ServiceNow, Jira, etc.
- Prioritize and categorize issues based on severity and business impact.
- Communicate issue status, progress, and resolutions to stakeholders and management.
- Implement platform updates, patches, and enhancements for stability and performance.
- Maintain updated documentation for technical issues, resolutions, and best practices.
- Create user guides and training materials to improve user understanding and usage.
- Work with cross-functional teams (developers, BAs, QA) to identify enhancement opportunities.
- Analyze application issues including configuration, data, or integration errors.
- Coordinate with development, infrastructure, and QA teams for issue resolution.
- Assist with enhancements, patch validation, and regression testing.
- Support deployments, change requests, and post-release validations.
- Proactively identify and suggest improvements for platform functionality and support processes.
- Handle data setup or configuration in Community/Experience or Core Clouds.
- Experience as a Business Analyst or in Testing is mandatory.
- Understand e-commerce platforms and best practices.
- Proficient in troubleshooting, log analysis, and root cause determination.
- Communicate technical details clearly to non-technical stakeholders.
- Comfortable working in SLA-bound environments with timely issue resolution.
- Adapt and collaborate effectively in a dynamic team setting.
- Detail-oriented with a focus on delivering quality results.
- Available for 24/5 rotational shifts, including night shifts (US/UK time zones).
- Flexible to work during weekends, month-end, or new market launches.
- Experience with Salesforce Workbench and SOQL.
- Maintain and create Knowledge Base articles, SOPs, and work instructions.

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