Salesforce Application Support Engineer

Location: Coimbatore (Hybird)

Shift: 24/7 Support (Rotational Shifts)

Experience: [4-7 Years]

About the Role:

We are looking for a Salesforce Application Support Engineer who has experience in shift rosters, 24/7 support, and managing a small team. The ideal candidate should have expertise in handling ticketing tools (JIRA or any other) and strong Experience in Salesforce.

Key Responsibilities:

24/7 Support & Shift Roster Management

Work in rotational shifts to provide uninterrupted support.
Ensure smooth handover between shifts.

Incident & Ticket Management

Handle, track, and resolve tickets in JIRA or any other ticketing tool.
Provide L1/L2 support for Salesforce-related issues.

Team Handling & Coordination

Lead and mentor a small team of 2-3 members.
Assign tasks, monitor progress, and ensure SLAs are met.

Salesforce Support & Troubleshooting

Assist users with Salesforce-related queries and issues.
Perform basic configurations, access management, and workflow automation.

Collaboration & Documentation

Work closely with cross-functional teams for issue resolution.
Maintain documentation for troubleshooting steps and best practices.

Skills & Qualifications:

Must-Have:

Experience in 24/7 support & shift rosters

Knowledge of ticketing tools (JIRA, ServiceNow, or any other)

Team handling experience (2-3 members)

Strong understanding of Salesforce CRM

Good to Have:

Experience in Service Desk operations

Salesforce certifications (Admin, Service Cloud)

Knowledge of ITIL processes