Salesforce Support Engineer

The Salesforce Support Engineer will play a critical role in developing, maintaining, and supporting Salesforce Sales, Service and other related cloud solutions. The ideal candidate will have expertise in Salesforce platform capabilities, particularly with Service Cloud and Sales Cloud, and a strong background in client-facing production support engagements. Preference will be given to candidates with Field Service Lightning (FSL) experience and those who can join immediately.

Role & Responsibilities:

• Collaborate with Leads, Functional Solution Architects, and clients to design Salesforce Sales and Service Cloud solutions that meet business needs while adhering to best practices.
• Provide hands-on expertise in support engagements, ensuring compliance with ITIL processes, SLAs, and KPIs.
• Analyse and resolve complex issues in Salesforce Sales and Service Cloud implementations, ensuring resolution within defined SLAs.
• Participate in project discovery, workshops, scope definition, development estimates, and documentation of Salesforce Sales and Service Cloud requirements and solutions.
• Develop, test, and deploy solutions using Salesforce/Apex, Visualforce, Lightning Web Components (LWC), and related technologies.
• Maintain and monitor Salesforce Sales and Service Cloud systems to meet business performance and reliability requirements.
• Contribute to production support processes and implement enhancements to improve Service and Sales Cloud performance and user satisfaction.
• Lead initiatives to enhance Salesforce consulting practices and build the Salesforce knowledge base within the organization.
• Participate in client meetings, demos, and presentations to ensure alignment with client expectations.
• Support Field Service Lightning (FSL) implementations and configurations when required.

Required Skills:

• Bachelors degree or equivalent in a related field.
• 3+ years of experience developing, maintaining, and supporting Salesforce Sales and Service Cloud solutions.
• 3 years of experience managing client-facing projects, particularly in production support and maintenance roles for Salesforce Sales and Service Cloud.
• Strong hands-on experience with Salesforce/Apex, Visualforce, Lightning Web Components (LWC), and other related technologies.
• Proficiency in Salesforce Service and Sales Cloud implementations, including end-to-end project execution.
• Deep understanding of Service-Oriented Architecture (SOA) and integrations related to Salesforce platforms.
• Expertise in Salesforce configurations, customizations, APIs, and development best practices.
• Experience with Field Service Lightning (FSL) is preferred.
• Knowledge of Workflow Alerts, Approval Processes, and other Salesforce automation features.
• Strong communication skills to effectively interact with stakeholders and convey technical concepts to non-technical audiences.
• Familiarity with ITIL processes and service management frameworks.
• Ability to measure, analyse, and report on Service and Sales Cloud KPIs.
• Detail-oriented, self-starter, and capable of working independently in a dynamic environment.

Preferred Qualifications:

• Experience with production support in Salesforce Sales and Service Cloud implementations.
• Familiarity with third-party integration tools and Salesforce AppExchange solutions.
• Immediate joiner preferred.