Salesforce Support Engineer

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.