Salesforce Service Cloud Solution Expert
HTC Global Services
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Job summary
HTC Global Services seeks a Salesforce Technical Consultant to deliver L2/L3 application support for a complex Salesforce Service Cloud ecosystem. You will work with the Salesforce Technical Lead, Integration Lead, and Data Cloud Lead to ensure stability, rapid incident resolution, and ongoing platform improvements.
The role requires strong Salesforce development/configuration capabilities and a production-support mindset, with responsibilities spanning incident triage, bug fixes, and minor
Qualifications
- 4–5 years of Salesforce experience
- Minimum 2 years supporting Salesforce production environments
- Experience in Managed Services or Application Support engagements preferred
- Strong hands-on experience in Salesforce platform components and integrations
Responsibilities
- Provide L2/L3 support for Salesforce Service Cloud applications.
- Investigate, troubleshoot, and resolve production issues.
- Participate in Sev-1 and Sev-2 incident investigations.
- Assist Integration Lead with API troubleshooting and data synchronization.
- Support CI/CD and deployment activities and validate deployments.
Skills
Job description
We are seeking a highly motivated Salesforce Technical Consultant to provide L2/L3 application support, technical troubleshooting, bug fixing, minor enhancements, and release support for a complex Salesforce Service Cloud ecosystem.
We are seeking a highly motivated Salesforce Technical Consultant to provide L2/L3 application support, technical troubleshooting, bug fixing, minor enhancements, and release support for a complex Salesforce Service Cloud ecosystem.
The consultant will work closely with the Salesforce Technical Lead, Integration Lead, and Data Cloud Lead to ensure operational stability, faster incident resolution, and continuous improvement of the platform.
This role requires a strong foundation in Salesforce development and configuration combined with a production support mindset.
- Provide L2/L3 support for Salesforce Service Cloud applications.
- Investigate, troubleshoot, and resolve production issues.
- Perform incident analysis and identify root causes.
- Support business users during issue triage and resolution.
- Participate in Sev-1 and Sev-2 incident investigations.
- Service Cloud
- Case Management
- Omnichannel
- Queues
- Assignment Rules
- Escalation Rules
- Approval Processes
- Reports and Dashboards
- Validation Rules
- Permission Sets
- Profiles
- Flows
- Apex Classes
- Apex Triggers
- Batch Apex
- Queueables
- LWCs
- Aura Components (where applicable)
- Flow Automations
- REST Integrations
- Custom APIs
- Bug fixes
- Performance improvements
- Small enhancement deliveries
- Technical debt remediation
- API troubleshooting
- Middleware issue investigations
- Interface monitoring
- Data synchronization issues
- Error log analysis
- Salesforce APIs
- SAP Interfaces
- Middleware Platforms
- CTI Systems
- Enterprise Applications
- Investigate data synchronization issues.
- Support customer profile reconciliation activities.
- Analyze source data issues.
- Validate integration flows feeding Data Cloud.
(Data Cloud design ownership remains with the Data Cloud Lead.)
- Participate in CI/CD and deployment activities.
- Support change implementation activities.
- Validate deployments across environments.
- Execute smoke testing and production verification.
- Monitor recurring incidents and defects.
- Identify opportunities for automation and optimization.
- Maintain technical documentation.
- Contribute to support runbooks and knowledge repositories.
- 4–5 years of Salesforce experience.
- Minimum 2 years supporting Salesforce production environments.
- Experience in Managed Services or Application Support engagements preferred.
Strong hands‑on experience in:
- Service Cloud
- Data Model
- Security Model
- Sharing & Visibility
- Reports & Dashboards
- Permission Sets
- Record Triggered Flows
- Screen Flows
- Scheduled Flows
- Approval Processes
- Apex
- Triggers
- SOQL/SOSL
- LWC
- Asynchronous Apex
- Test Classes
Must be capable of independently performing code debugging and issue analysis.
- REST APIs
- SOAP APIs
- JSON
- OAuth
- Named Credentials
Experience Troubleshooting Integration Failures Is Highly Preferred.
- Salesforce Service Cloud
- CTI integrations
- Omnichannel
- Agent Desktop solutions
- Customer Service Operations
- Genesys
- Amazon Connect
- NICE
- Cisco
- Avaya
will be considered a strong advantage.
- Incident Management
- Root Cause Analysis
- Defect Resolution
- Log Analysis
- Deployment Support
- User Support
Ability to work in a ticket‑driven support environment.
- Apex Debugging
- LWC Development
- Flow Troubleshooting
- Security Troubleshooting
- SOQL Optimization
- Incident Analysis
- Root Cause Investigation
- Defect Fixing
- Impact Assessment
- API Failure Analysis
- Error Log Interpretation
- Data Synchronization Troubleshooting
- Salesforce Administrator
- Salesforce Platform Developer I
- Salesforce Service Cloud Consultant
- Salesforce Platform App Builder
- Salesforce AI Associate
- Salesforce Associate
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