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Application Support Engineer - Salesforce Platform
Artech Infosystems Pvt. Ltd.Hyderabad30+ days ago
Job descriptionInvestigate recurring or unknown technical issues, conducting deep dives to uncover underlying causes. Perform detailed root cause analysis (RCA) and document solutions for knowledge base entries. Collaborate with engineering, QA, and product teams to address systemic issues and prevent recurrence. Communicate technical findings clearly to both technical and non-technical audiences. Maintain strong, empathetic, and professional interactions with customers under pressure. Provide timely status updates and set clear expectations regarding issue resolution timelines. Work closely with Salesforce Admins, Developers, and Technical Consultants to resolve platform issues. Escalate critical incidents to Tier 3 or engineering teams when necessary, ensuring proper documentation. Participate in knowledge-sharing sessions and continuous improvement initiatives. Create and maintain detailed technical documentation, SOPs, and troubleshooting guides. Contribute to internal knowledge bases to enable faster resolution of future & Requirements : Minimum 4 years of prior experience in technical customer support for Cloud applications and web technologies. Salesforce platform expertise is mandatory proven experience with troubleshooting, configuration, and integration. SQL proficiency preferred for data queries and troubleshooting. Knowledge of CPQ and CLM processes is a strong plus. Strong analytical skills with attention to detail and accuracy. Ability to drive complex issues to resolution in a structured, methodical manner. Excellent verbal and written communication skills, including strong documentation ability. Team player with adaptability to changing priorities in a fast-paced environment. Passion for learning new technologies and approaches. Salesforce Platform Tools : Setup Menu, Developer Console, Debug Logs, Object Manager, Flow Builder. Databases & Querying : SQL (preferred). Cloud Technologies : [Specify relevant platforms / tools used internally]. Collaboration & Ticketing Systems : Jira, ServiceNow, Zendesk (or similar).
About the Role :
We are seeking a skilled and proactive Application Support Tier 2 Specialist to provide advanced technical customer support for our Cloud-based applications, with a strong focus on Salesforce troubleshooting at the platform level. This role requires deep analytical thinking, exceptional problem-solving skills, and the ability to manage complex technical issues while delivering outstanding customer experiences.
Key Responsibilities :
1. Tier 2 Technical Support & Troubleshooting :
- Provide second-level technical support for Cloud applications and web Salesforce platform-level issues, including but not limited to :
- Configuration issues : Incorrect field mappings, broken validation rules, workflow automation errors.
- Permission / access problems : Role hierarchy conflicts, profile or permission set misconfigurations.
- Integration failures : API errors, data sync issues with third-party applications.
- Performance issues : Slow page loads, query timeouts, resource bottlenecks.
- Customization bugs : Apex code exceptions, Lightning component failures, Flow Builder automation errors.
- Utilize Salesforce tools such as Setup Menu, Developer Console, Debug Logs, Object Manager, and Flow Builder for root cause analysis and resolution.
2. Incident Management & Root Cause Analysis :
3. Customer Communication & Relationship Management :
4. Cross-Functional Collaboration :
5. Documentation & Knowledge Sharing :
Education : BA / BS degree preferred, with emphasis on technical or analytical disciplines such as Engineering, Computer Science, or :
Skills & Attributes :
Tools & Technologies
Shift time : 4 : 00 pm to 1 : 00 AM IST
(ref : hirist.tech)
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Application Support Engineer • Hyderabad
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