L2 Support Engineer (Salesforce)

Conversive (Formerly SMS Magic); Pune District; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

Conversive (Formerly SMS Magic) is seeking a Salesforce Support Engineer to troubleshoot complex customer issues in production, perform RCA, and validate fixes. You will read Apex code, Triggers, and Flows to pinpoint problems and reproduce issues in internal environments.

Strong debugging and communication skills are essential for collaboration with Product Engineering and Customer Success teams. Ideal candidates have hands-on experience with Salesforce, Apex, SOQL, SOSL, and Lightning

Qualifications

• Experience with Salesforce production environments.
• Ability to perform root cause analysis using logs, Apex, and Flow.
• Read and understand Apex code, Triggers, Batch Apex, Queueables, and Flows to identify issues.
• Reproduce customer issues in internal environments and validate potential fixes.

Responsibilities

• Investigate and troubleshoot complex customer-reported issues in Salesforce production environments.
• Perform root cause analysis by analysing debug logs, Apex execution, Flow behaviour, platform events, SOQL queries, and Lightning components.
• Read and understand Apex code, Triggers, Batch Apex, Queueables, Scheduled Jobs, and Flows to identify functional or technical issues.
• Reproduce customer issues in internal environments and validate potential fixes.

Skills

Analytical thinking

Debugging

Communication skills

Problem solving

Salesforce knowledge

Education

Bachelor's degree in Computer Science or related field

Tools

Salesforce

Apex

Lightning

SOQL/SOSL

Git

Job description

• Investigate and troubleshoot complex customer-reported issues in Salesforce production environments.
• Perform root cause analysis (RCA) by analysing debug logs, Apex execution, Flow behaviour, platform events, SOQL queries, and Lightning components.
• Read and understand Apex code, Triggers, Batch Apex, Queueables, Scheduled Jobs, and Flows to identify functional or technical issues.
• Reproduce customer issues in internal environments and validate potential fixes.
• Work closely with Product Engineering to escal... (the rest of the list items exactly as provided) ...

Soft Skills

• Excellent analytical and problem-solving skills.
• Strong debugging and logical reasoning abilities.
• Ability to communicate technical concepts clearly to both technical and non-technical stakeholders.
• Customer-first mindset with strong ownership of issues.
• Ability to work effectively in a fast-paced product environment.
• Strong collaboration skills with Engineering, QA, Product Management, and Customer Success teams.
• Strong understanding of Apex, Triggers, SOQL, SOSL, Batch Apex, Queueable Apex, Future Methods, and Scheduled Apex.
• Good understanding of Lightning Experience, Aura Components, and Visualforce.
• Experience working with Salesforce Flows.
• Understanding of Salesforce governor limits and performance optimization.
• Security Model (Profiles, Permission Sets, Sharing Rules, Roles, FLS, CRUD)
• Validation Rules
• Process Automation
• Custom Metadata Types and Custom Settings
• Strong ability to analyse Debug Logs.
• Ability to trace transactions across multiple automation layers (Triggers, Flows, Validation Rules, Process Builder, Apex).
• Experience troubleshooting asynchronous jobs and platform events.
• Ability to identify whether an issue is due to product code, customer configuration, or Salesforce platform limitations.

Integrations

• REST APIs
• Web Services

Release & Quality

• Experience supporting production deployments and patch releases.
• Understanding of SDLC and release management.
• Familiarity with Git-based version control.
• Experience validating bug fixes before release.
• Experience with AWS services (EC2, S3, RDS, CloudWatch).
• Proficiency in reading logs, querying databases, and understanding REST APIs.
• Ready to learn cross-functional technology.
• Good team player and contributor.
• Very good coordination, planning & management skills.
• Good communication - written and verbal.
• Problem-solving skills

Required Skills