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Engagement: Salesforce Service Cloud AMS
Location: Bengaluru
Experience: 3–6 years
Shift: Rotational shifts, including evening, night, weekend, or on-call support as required

Role Summary

We are looking for a Salesforce Support Engineer to provide L2/L3 production support for the Tapestry Salesforce Service Cloud environment. The role includes incident resolution, Salesforce administration, troubleshooting, minor enhancements, release support, and continuous service improvement.

Key Responsibilities

Provide production support for Salesforce Service Cloud and resolve incidents within agreed SLAs.
Troubleshoot issues involving Cases, Omni-Channel, Email-to-Case, Work Orders, Entitlements, Flows, Apex, and integrations.
Manage users, profiles, permission sets, roles, queues, sharing rules, and access configurations.
Analyze debug logs, Flow errors, Apex exceptions, trigger failures, and data issues.
Implement approved configuration changes, Flows, validation rules, and minor Apex enhancements.
Support deployments, regression testing, UAT, release validation, and post-production monitoring.
Perform root-cause analysis and maintain support documentation and knowledge articles.
Coordinate with business, development, integration, and support teams to resolve complex issues.

Required Skills

3–6 years of Salesforce experience, including production or AMS support.
Strong hands-on experience with Salesforce Service Cloud and administration.
Experience with Flows, Case Management, Omni-Channel, Email-to-Case, and Salesforce security.
Working knowledge of Apex, Triggers, SOQL, SOSL, Debug Logs, and governor limits.
Exposure to Salesforce integrations using REST/SOAP APIs or middleware.
Good understanding of incident, problem, change, and release-management processes.
Strong troubleshooting, communication, and stakeholder-management skills.
Willingness to work in rotational shifts from Bengaluru.

Preferred

Salesforce certification.
Experience with Lightning Web Components and CI/CD tools.
Exposure to Messaging for In-App and Web, Live Chat migration, or digital service channels.