Salesforce L2 Support Executive

Key Responsibilities:

• Provide Level 2 (L2) support for Salesforce applications, addressing and resolving complex issues escalated from L1 support.
  
• Troubleshoot and resolve user-reported incidents, performance issues, and application bugs in a timely manner.
  
• Assist in system configurations, workflows, reports, dashboards, and other Salesforce customizations.
  
• Collaborate with development teams and Salesforce administrators to resolve system defects and deploy enhancements.
  
• Monitor system performance, identify potential bottlenecks, and recommend improvements to optimize Salesforce functionalities.
  
• Manage and track support tickets using a ticketing system, ensuring SLAs are met.
  
• Develop and maintain detailed documentation for support processes, troubleshooting guides, and FAQs.
  
• Conduct training sessions or provide guidance to L1 support teams and end-users as needed.
  
• Stay up to date with the latest Salesforce updates, features, and best practices to provide proactive support.
  

Qualifications and Skills:

• Bachelor s degree in Computer Science, Information Technology, or a related field.
  
• 4-5 years of experience in Salesforce support, with at least 2 years in an L2 support role.
  
• Strong understanding of Salesforce functionalities, including Sales Cloud, Service Cloud, and custom applications.
  
• Proficiency in troubleshooting Apex code, Visualforce pages, Lightning Components, and Salesforce integrations.
  
• Hands-on experience with Salesforce administration tasks like user management, security settings, and data management.
  
• Familiarity with Salesforce integration tools (e.g., REST/SOAP APIs, MuleSoft, etc.).
  
• Knowledge of ticketing systems such as ServiceNow or Jira.
  
• Excellent analytical and problem-solving skills.
  
• Strong communication skills and ability to work collaboratively with cross-functional teams.
  
• Salesforce certifications such as Salesforce Administrator or Platform App Builder are a plus.