L3 Support Engineer

Algoleap Technologies; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Algoleap Technologies Pvt Ltd is seeking an experienced L3 Support Engineer to provide BAU support for Portfolio Services applications built on the Salesforce platform. The role bridges business stakeholders and technical teams, ensuring smooth operations, incident resolution, and continuous improvement of business processes with strong Salesforce expertise and hands-on problem solving.

Candidates should have excellent communication and a proven track record in production support, with

Qualifications

• 5+ years of experience in Salesforce support/implementation.
• Strong communication skills with business users and stakeholders.
• Hands-on Salesforce administration and troubleshooting.
• Experience with ITIL/incident/change management.

Responsibilities

• Provide L3 production support for Salesforce-powered Portfolio Services apps.
• Analyze, troubleshoot, and resolve complex production incidents within SLA.
• Perform root cause analysis and implement preventive measures.
• Coordinate with cross-functional teams during incidents and deployments.
• Maintain documentation and knowledge articles for support procedures.
• Drive improvements to stability, performance, and user experience.

Skills

Salesforce

L3 support

Incident management

Stakeholder communication

Root cause analysis

Change & release management

Automation & integration basics

Tools

Sales Cloud

Service Cloud

Flows & Process Automation

Job description

Algoleap Technologies Pvt Ltd | Full time

We are seeking an experienced L3 Support Engineer toprovide BAU support for Portfolio Services applications built on the Salesforceplatform. The candidate will act as a bridge between business stakeholders andtechnical teams, ensuring smooth operations, issue resolution, and continuousimprovement of business processes. The ideal candidate should possess strongcommunication skills, a good understanding of business processes, andhands‑onSalesforce expertise to analyze, troubleshoot, and implement effectivesolutions.

Key Responsibilities

• ProvideL3 production support for Portfolio Services applications and Salesforcesolutions.
• Analyze,troubleshoot, and resolve complex production issues within SLA timelines.
• Performroot cause analysis and implement preventive measures.
• Coordinatewith cross-functional teams during incident resolution and deployments.
• Monitorapplication performance and proactively identify potential risks.

Business Engagement

• Actas the primary point of contact for business users regarding applicationissues and enhancements.
• Communicateeffectively with stakeholders to understand business requirements andchallenges.
• Translatebusiness needs into technical solutions within the Salesforce ecosystem.
• Facilitatediscussions between business teams, developers, and support teams.

Salesforce Solutioning

• Understandexisting Salesforce configurations, customizations, and integrations.
• Evaluatebusiness requirements and recommend appropriate Salesforce-basedsolutions.
• Supportconfiguration changes, data fixes, and minor enhancements.
• Collaboratewith development teams on solution design and implementation.
• Ensuresolutions align with business objectives and platform best practices.

Change & Release Management

• Supportrelease deployment activities and post-deployment validations.
• Assessimpact of changes on existing business processes.
• Maintainsupport documentation, knowledge articles, and operational procedures.
• Identifyopportunities for process optimization and automation.
• Driveimprovements to application stability, performance, and user experience.
• Participatein problem management and service improvement initiatives.

Required Skills & Qualifications

Technical Skills

• Strongunderstanding of Salesforce platform capabilities, including:
• SalesCloud
• ServiceCloud
• Flowsand Process Automation
• Experiencein Salesforce support, administration, or implementation.
• Knowledgeof Salesforce data model, security model, and integrations.
• Experiencein troubleshooting production issues and defect management.
• Familiaritywith Agile and ITIL support processes.

Business & Functional Skills

• Abilityto understand business processes and convert requirements into Salesforcesolutions.
• Stronganalytical and problem-solving skills.
• Experienceworking directly with business users and stakeholders.
• Abilityto perform impact analysis and provide solution recommendations.

Communication Skills

• Excellentverbal and written communication skills.
• Abilityto communicate effectively with technical and non-technical stakeholders.
• Strongstakeholder management and customer-service orientation.
• Abilityto lead discussions, provide status updates, and drive issue resolution.

Preferred Qualifications

• SalesforceAdvanced Administrator or Platform App Builder Certification.
• Experiencein Financial Services, Portfolio Management, or related domains.
• Experiencesupporting enterprise applications in a global environment.

Hands-on experience supporting MuleSoft APIs, integrations, andmiddleware solutions.

Knowledge of AWS services,particularly:

1. Amazon S3

3. File Processing and Storage Solutions

Experience

• 5+years of application support experience.
• 3+years of Salesforce support/implementation experience.
• Provenexperience working in L3 support and business-facing roles.

Success Criteria

• Timelyresolution of production incidents.
• Highbusiness user satisfaction.
• Effectivecommunication with stakeholders.
• Reducedrecurring issues through root cause elimination.
• Successfulimplementation of Salesforce-based business solutions.