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.

Salesforce Support Engineer