Salesforce Support Engineer

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 :

Preferred Qualifications :

Skills Required

Sosl, Lightning Components, Salesforce Development, APEX, Soql