Salesforce Support Engineer - Hybrid

Technical Support: Provide timely resolution to Salesforce application issues reported by end-users or identified through monitoring systems.

Incident Management:

Handle and prioritize support tickets, ensuring SLAs are met and incidents are resolved within agreed timelines.

Track, manage, and document incidents and service requests using a ticketing system.

Ensure timely resolution and follow-up on outstanding issues.

Provide initial RCA on the ticket raised.

Perform proactive monitoring, maintenance, and optimization of the environment

Create and maintain technical documentation, including troubleshooting guides and best practices

Stay up to date with Salesforce releases, features, and best practices, and provide recommendations for continuous improvement

Configuration and Customization: Perform Salesforce configuration changes and customization requests based on business needs and requirements including service requests.

Documentation: Maintain clear and concise documentation of Salesforce configurations, customizations, and incident resolutions. Create and maintain documentation, knowledge base articles, and training materials for end-users and support teams.

Collaboration: Work closely with cross-functional teams including developers, business analysts, and project managers to implement solutions and enhancements.

User Training and Support: Conduct training sessions for end-users on Salesforce features and functionalities to enhance user adoption and efficiency.

Continuous Improvement: Identify opportunities for process and system improvements within Salesforce AMS and proactively suggest solutions.

Release Management: Assist in the planning and execution of Salesforce releases, including sandbox management and deployment activities.

Job Requirements:

Certifications: Salesforce Administrator certification is required. Additional Salesforce certifications (e.g., Advanced Administrator, Platform App Builder) are a plus.

Technical Skills: Proficiency in Salesforce configuration, customization, and integration. Strong understanding of Salesforce data model, security, and automation tools (e.g., Process Builder, Flow).

Teamwork: Ability to work effectively in a team environment and collaborate with cross-functional teams.

Customer Service: Strong customer service orientation with a focus on delivering high-quality support and solutions.

Problem-Solving: Strong analytical and problem-solving skills with the ability to diagnose and resolve complex technical issues.

Communication: Excellent written and verbal communication skills to articulate technical concepts to non-technical stakeholders.

Certifications: Salesforce certifications such as Salesforce Certified Administrator (ADM 201) and Salesforce Certified Platform App Builder are preferred.

Experience: Minimum 2-3 years of hands-on experience in Salesforce administration and support roles, preferably in an AMS or managed services environment or equivalent technical support and service delivery experience.