Salesforce Support Engineer

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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.