Senior Support Engineer

Senior Support Engineer

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Role Summary

We are looking for a Salesforce L2 Support Engineer to manage production support, incident resolution, and system stability across the Salesforce ecosystem. The role requires strong troubleshooting skills, functional understanding, and coordination with L3/Development teams.

Key Responsibilities

• Manage incidents end-to-end on the Salesforce Platform, including high-priority issues

• Perform detailed analysis and troubleshooting using Apex logs, queries, and system data

• Handle complex service requests with timely resolution and clear communication

• Conduct root cause analysis and coordinate fixes with L3/Dev teams

• Monitor system health, alerts, and performance; proactively prevent recurring issues

• Validate and support production changes and deployments

• Maintain configurations under Salesforce Administration (users, roles, workflows, validations)

• Work with data and ensure integrity within Salesforce Database

• Collaborate with build teams to ensure smooth transition from development to support

• Document solutions, update knowledge base, and mentor L1 team members

Required Skills

• Hands-on experience in Salesforce support and Salesforce Development basics

• Strong knowledge of Apex, SOQL, and debugging

• Experience with Salesforce Lightning (LWC/Aura) for issue analysis

• Familiarity with Salesforce API integrations and troubleshooting

• Understanding of Incident, Problem, and Change Management processes

• Strong analytical, communication, and stakeholder management skills

Preferred

• Salesforce Admin / Platform Developer Certification

• Experience with ITIL-based support environments

• Exposure to monitoring and observability tools

Key Competencies

Ownership | Problem-solving | Proactive monitoring | Communication | Team collaboration