Support Engineer

JOB PURPOSE AND IMPACT:

A Support Engineer will provide technical support to Salesforce customers by troubleshooting issues, resolving complex problems related to the platform, explaining features and functionalities, identifying potential solutions, maintaining in-depth product knowledge, staying updated on new releases, and collaborating with other teams to ensure customer satisfaction; often requiring strong analytical skills, excellent communication abilities, and a background in Salesforce administration and development concepts. In this role, you will oversee and handle software application, mainly Salesforce cloud applications, installation, and support to ensure smooth, stable, and timely implementation of new software and updates to installed applications. Also in this role, you will oversee and handle DevOps activities, quality assurance, configuration etc.

KEY ACCOUNTABILITIES:

• Diagnose and resolve technical issues reported by Salesforce customers across various modules like Sales, Service Cloud.
• Analyze error logs, data discrepancies, and system configurations to identify root causes.
• Provide timely and accurate solutions to customer inquiries via phone, email, and online ticketing systems.
• Explain complex technical concepts in a clear and understandable manner to users with varying levels of technical expertise.
• Help and solve high priority issue (P1, P2, MI etc.) and ensure timely communication to stakeholders.
• Build strong relationships with customers by actively listening to their needs and concerns.
• Manage customer expectations and effectively communicate progress on support cases.
• Escalate complex issues to relevant teams when necessary and ensure timely resolution.
• Other duties as assigned.

QUALIFICATIONS:

• Working experience in Salesforce Sales/Service/Marketing Cloud; Salesforce certifications will be added advantage.
• Working knowledge in Salesforce coding language - Alex, Visual Force, Lightning, and salesforce configuration
• Experience in ITSM process management (Incident / Service Request / Change / Problem management etc.)
• Experience in stakeholder management.

PREFERRED QUALIFICATIONS:

• Overall, 4-5 years of IT experience and experience in working Salesforce application and platform support.

KEY BEHAVIORS:

• Solves technical issues of Salesforce customers independently as team member
• Develop and deliver multimode communications that convey a clear understanding of the unique needs of different audiences.