Salesforce Support Analyst

Job Description:

Salesforce L2 Support Analyst

Location: Bangalore

Experience: 58 years

Employment Type: Full-time

Notice period : 0-15days

Role Summary

We are looking for skilled Salesforce L2 Support Analysts to support a critical Salesforce platform used for Investment Banking, Private Equity, and Asset Management operations.

This role requires strong analytical thinking and problem-solving capabilities to handle complex L2 support tickets, which constitute 30% of the overall support volume. These tickets often require deep functional understanding of financial domain processes and the ability to independently investigate, troubleshoot, and resolve issues with minimal business dependency.

Key Responsibilities

• Handle complex L2 support tickets involving business-critical Salesforce functionalities
• Perform detailed issue analysis, troubleshooting, and resolution within SLA timelines
• Work on incidents related to:

Data inconsistencies and functional logic gaps

Process failures in workflows, approvals, and integrations

• Provide support for Salesforce processes related to:

Coverage models (client/account ownership and relationships)

Company and contact merges, account hierarchies

Deal pipelines and opportunity management

Sales and trade lifecycle processes

• Interpret business scenarios and validate system behavior against expected outcomes
• Collaborate with business users to clarify requirements and resolve functional issues
• Work across Salesforce modules including:

Sales Cloud and custom implementations

Reports, dashboards, and data visibility issues

• Support configurations such as:

Validation rules, workflows, flows, and approval processes

• Perform data fixes using tools like Data Loader and other utilities
• Escalate unresolved issues to L3/engineering teams with proper analysis and documentation
• Work closely with stakeholders for faster resolution of critical issues
• Develop and maintain knowledge articles, SOPs, and troubleshooting guides
• Reduce dependency on business SMEs by building strong functional expertise
• Identify recurring issues and suggest process or system improvements

Required Skills & Experience

• 58 years of experience in Salesforce support (L2 preferred)
• Strong understanding of:

Salesforce data model and security model

Reports, dashboards, and data handling

• Hands-on experience with:

Data Loader and data management activities

Debugging workflows, flows, and validation rules

• Basic understanding of integrations and interface troubleshooting is a plus
• Experience supporting Salesforce in:

Investment Banking, Private Equity, or Asset Management domains

• Strong functional understanding of:

Deal lifecycle, pipeline management

Client coverage and relationship models

Financial transactions (sales/trades context)

• Strong ability to analyze complex business scenarios and system behaviors
• Capable of working on ambiguous issues with limited documentation
• Data-driven troubleshooting and logical reasoning skills
• Strong communication skills (written and verbal)
• Ability to interact effectively with offshore/onshore teams and business users
• High ownership, accountability, and attention to detail

Nice to Have

• Salesforce certifications (Admin preferred)
• Exposure to ITIL-based support processes
• Prior experience in global delivery models (onsite-offshore coordination)