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Salesforce Support Engineer

Salesforce Support Engineer

ConfidentialNavi Mumbai, Mumbai, Mumbai City
30+ days ago
Job description

Role & responsibilities

  • Provide  Tier 2 / Tier 3 Salesforce support  to end-users, resolving technical issues related to Salesforce functionality, customizations, and integrations.
  • Use  SOQL  to query and analyze Salesforce data for troubleshooting, reporting, and validation purposes.
  • Lead and mentor a team of 25 Salesforce support analysts, ensuring high-quality service delivery and adherence to SLAs.
  • Collaborate with Salesforce administrators and developers to resolve system bugs, improve performance, and manage enhancements.
  • Document support procedures, issue resolutions, and technical guidance for internal knowledge sharing.
  • Conduct regular team check-ins, performance reviews, and support training initiatives to improve team capabilities.
  • Monitor and report on Salesforce system health and user feedback, escalating critical issues to technical teams as needed.
  • Work with business stakeholders to understand requirements, assist with testing, and validate solutions.

Required Qualifications :

  • 3+ years of hands-on experience in Salesforce support roles.
  • Proficiency in  SOQL  for data extraction and analysis.
  • 1+ year of experience in a  team leadership or supervisory role , ideally in a technical support or CRM environment.
  • Strong understanding of Salesforce architecture, standard / custom objects, workflows, reports, and dashboards.
  • Excellent problem-solving skills and attention to detail.
  • Ability to prioritize tasks in a dynamic, fast-paced environment.
  • Strong written and verbal communication skills.

    • Preferred Qualifications :

  • Salesforce Administrator (ADM 201) Certification or equivalent experience.
  • Experience with Salesforce Service Cloud, Sales Cloud, or other Salesforce products.
  • Familiarity with case management tools and ITIL support processes.
  • Knowledge of Apex, Visualforce, or Lightning Components is a plus.

    • Skills Required

    Sosl, Lightning Components, Salesforce Development, APEX, Soql

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    Salesforce Engineer • Navi Mumbai, Mumbai, Mumbai City