Salesforce Technical Support Engineer

2 months ago

bangalore, India RingCentral Full time

We're on the hunt for a Salesforce Technical Support Engineer who not only excels at problem-solving and analytics but also possesses a keen business sense and a knack for technical innovation. Join our dynamic team to play a pivotal role in the Support of Salesforce applications, driving efficiency and transformation in the company’s Quote-to-Cash processes.


What You'll Do:


  • Provide technical support to global Quote-to-Cash Salesforce application across Sales organization by resolving production issues as per priority with adherence to SLA.
  • Apply your troubleshooting and debugging skills, along with extensive knowledge of systems, databases, and applications, to determine the root cause of an issue.
  • Adjust your communication style to suit the customer's level of expertise.
  • Manage problem intake and coordinate escalations as needed.
  • Support and triage critical issues, especially those related to integrated system functionalities.
  • Maintain functional and technical knowledge required for supporting multiple business processes within the QTC workstream that includes Lead to Opportunity, Quote to Contract, Orders, Billing, Renewals.
  • Prepare and execute manual data cleanups, enrichments and migrations.
  • Update and document knowledge base articles and system process flows.Work closely and effectively with business stakeholders and development team members for feedback from end users on performance and overall satisfaction.
  • Identify areas of automation on existing processes to increase efficiency.
  • Be up to date with salesforce release features that could add innovation to existing businessprocesses.
  • Use CI/CD experience to pick up support deployment processes established in the Salesforce ecosystem.
  • Work with the platform team to obtain regular reports from all the health check processes in production and highlight the discrepancies.
  • Collaborate with the platform team to validate the impact of Salesforce’s quarterly releases.


What We Need From You:


Technical Proficiency: Salesforce development experience using Apex, SOQL, SOSL ,Flows, Lightning and LWC. Your toolbox should also include a strong command of one or more general-purpose programming languages (Java, JavaScript, or another scripting language).

Database Skills: Hands-on experience with SQL or other databases, demonstrating your ability to manage and manipulate data effectively.

SDLC: Familiarity with the Salesforce Development Lifecycle.

Version Control: Proficiency in using Version Control Systems.

Integration Experience: A proven track record of using Salesforce.com APIs for integrating Salesforce with external systems using connectors, SOAP/REST APIs.

Communication: Exceptional communication skills, ensuring smooth collaboration across teams and with stakeholders.

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