Salesforce CPQ Support Engineer

Copilot said:

Job Description: Salesforce CPQ Support Engineer (L2 & L3 Support)

Experience: 5-8 Years

Location: Philippines

Job Summary

We are looking for an experienced Salesforce CPQ Support Engineer to provide Level 2 and Level 3 production support for enterprise Salesforce CPQ implementations. The ideal candidate will possess strong expertise in Salesforce CPQ administration, configuration, troubleshooting, quote-to-cash processes, pricing and product rules, integrations, and production support activities. The role requires close collaboration with business users, sales operations teams, developers, and architects to ensure platform stability and business continuity.

Key Responsibilities

Salesforce CPQ Application Support

• Provide L2 and L3 support for Salesforce CPQ applications and related integrations.
• Investigate and resolve production incidents, defects, and service requests within SLA timelines.
• Perform root cause analysis (RCA) and recommend permanent fixes for recurring issues.
• Support business users during quote creation, product configuration, pricing, approvals, and order generation processes.
• Monitor system performance and proactively identify risks impacting business operations.

CPQ Configuration & Maintenance

• Support and troubleshoot:
• Product Rules
• Price Rules
• Approval Rules
• Discount Schedules
• Configuration Attributes
• Product Bundles
• Quote Templates
• Contract Amendments & Renewals
• Validate and maintain product catalog configurations.
• Support pricing updates, promotions, and discounting mechanisms.

Incident & Problem Management

• Analyze production issues and coordinate resolution across technical and business teams.
• Participate in major incident management activities.
• Collaborate with Salesforce Support and third-party vendors when required.
• Maintain knowledge articles and operational runbooks.

Integration Support

• Support integrations between Salesforce CPQ and:
• Salesforce Sales Cloud
• Billing Systems
• ERP Systems
• Revenue Management Platforms
• External Pricing Engines
• Troubleshoot API failures, synchronization issues, and data inconsistencies.
• Monitor middleware and integration workflows.

Release & Deployment Support

• Validate CPQ configurations during deployments and releases.
• Participate in UAT support and production validation activities.
• Support change requests, enhancements, and hotfix deployments.
• Ensure compliance with change management processes.

Data & Reporting Support

• Investigate quote, contract, subscription, and order-related data discrepancies.
• Support reporting and dashboard issues.
• Perform data validation and reconciliation activities.

Required Skills

Salesforce CPQ

• Strong hands-on experience with:
• Salesforce CPQ Configuration
• Product Rules
• Price Rules
• Approval Processes
• Discount Schedules
• Quote Templates
• Contracting & Renewals
• Amendments & Asset-Based Ordering
• Subscription Management

Salesforce Platform

• Experience with:
• Salesforce Administration
• Apex (debugging and support)
• Lightning Experience
• Flows
• Validation Rules
• Workflows
• Reports & Dashboards

Technical Skills

• SOQL and Salesforce Data Model knowledge.
• REST and SOAP API troubleshooting.
• Integration support experience.
• Understanding of Quote-to-Cash (QTC) business processes.
• Experience working with large product catalogs and pricing models.

Support Operations

• Incident Management
• Problem Management
• Change Management
• ITIL-based support processes
• ServiceNow or equivalent ticketing tools
• SLA-driven support environment

Experience & Qualifications

• 5-8 years of Salesforce experience.
• Minimum 3+ years of hands-on Salesforce CPQ implementation or support experience.
• Strong experience in production support and incident management.
• Experience supporting global business users across multiple regions.
• Bachelor's Degree in Computer Science, Information Technology, Engineering, or related discipline.

Preferred Certifications

• Salesforce Certified CPQ Specialist (Preferred)
• Salesforce Administrator Certification
• Salesforce Platform App Builder
• Salesforce Platform Developer I (Good to Have)
• ITIL Foundation Certification (Preferred)

Preferred Skills

• Salesforce Billing
• Revenue Cloud
• Sales Cloud
• Experience Cloud
• Conga CLM
• DocuSign CLM
• ERP Integration (SAP, Oracle, NetSuite)
• Revenue Recognition Processes

Soft Skills

• Strong analytical and troubleshooting abilities.
• Excellent verbal and written communication skills.
• Ability to manage critical production incidents effectively.
• Strong stakeholder management and customer-facing communication skills.
• Ability to work independently in a fast-paced support environment.
• Experience collaborating with global teams.

Shift Requirements

• Willingness to work rotational shifts aligned with business requirements.
• Participation in on-call support for critical production incidents.
• Support coverage during month-end, quarter-end, and year-end business cycles.

Nice to Have

• Salesforce Billing support experience.
• Revenue Cloud knowledge.
• DevOps and CI/CD exposure.
• Experience with large-scale enterprise CPQ implementations.
• Knowledge of subscription-based and recurring revenue business models.