Senior Support Engineer

Senior Support Engineer

Role Summary

We are looking for a Salesforce L2 Support Engineer to manage production support incident resolution and system stability across the Salesforce ecosystem. The role requires strong troubleshooting skills functional understanding and coordination with L3/Development teams.

Key Responsibilities

• Manage incidents end-to-end on the Salesforce Platform including high-priority issues

• Perform detailed analysis and troubleshooting using Apex logs queries and system data

• Handle complex service requests with timely resolution and clear communication

• Conduct root cause analysis and coordinate fixes with L3/Dev teams

• Monitor system health alerts and performance; proactively prevent recurring issues

• Validate and support production changes and deployments

• Maintain configurations under Salesforce Administration (users roles workflows validations)

• Work with data and ensure integrity within Salesforce Database

• Collaborate with build teams to ensure smooth transition from development to support

• Document solutions update knowledge base and mentor L1 team members

Required Skills

• Hands-on experience in Salesforce support and Salesforce Development basics

• Strong knowledge of Apex SOQL and debugging

• Experience with Salesforce Lightning (LWC/Aura) for issue analysis

• Familiarity with Salesforce API integrations and troubleshooting

• Understanding of Incident Problem and Change Management processes

• Strong analytical communication and stakeholder management skills

Preferred

• Salesforce Admin / Platform Developer Certification

• Experience with ITIL-based support environments

• Exposure to monitoring and observability tools

Key Competencies

Ownership Problem-solving Proactive monitoring Communication Team collaboration

Required Experience:

Senior IC

Employment Type : Full Time
Experience: years
Vacancy: 1