Salesforce Support Engineer

Visionet Systems Inc.; Bengaluru; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Visionet Systems Inc. is seeking a Salesforce Support Engineer in Bengaluru to provide L2/L3 production support for the Salesforce Service Cloud environment. You will handle incident resolution, administration, troubleshooting, minor enhancements, deployment support, and ongoing service improvements.

The role requires 3–6 years of Salesforce experience with Service Cloud, strong administration skills, and knowledge of Flows, Omni-Channel, and Apex; willingness to rotate shifts in Bengaluru.

Qualifications

• 3–6 years Salesforce experience, including production or AMS support.
• Strong hands-on experience with Salesforce Service Cloud and administration.
• Experience with Flows, Case Management, Omni-Channel, Email-to-Case, and Salesforce security.
• Working knowledge of Apex, Triggers, SOQL, SOSL, Debug Logs, and governor limits.
• Exposure to Salesforce integrations using REST/SOAP APIs or middleware.
• Good understanding of incident, problem, change, and release-management processes.
• Strong troubleshooting, communication, and stakeholder-management skills.
• Willingness to work in rotational shifts from Bengaluru.

Responsibilities

• Provide production support for Salesforce Service Cloud and resolve incidents within agreed SLAs.
• Troubleshoot issues involving Cases, Omni-Channel, Email-to-Case, Work Orders, Entitlements, Flows, Apex, and integrations.
• Manage users, profiles, permission sets, roles, queues, sharing rules, and access configurations.
• Analyze debug logs, Flow errors, Apex exceptions, trigger failures, and data issues.
• Implement approved configuration changes, Flows, validation rules, and minor Apex enhancements.
• Support deployments, regression testing, UAT, release validation, and post-production monitoring.
• Perform root-cause analysis and maintain support documentation and knowledge articles.
• Coordinate with business, development, integration, and support teams to resolve complex issues.

Skills

Salesforce Service Cloud

Salesforce administration

Flows

Case Management

Omni-Channel

Apex

SOQL

SOSL

Debug Logs

REST/SOAP APIs

CI/CD tools

Lightning Web Components

Communication

Stakeholder management

Tools

REST APIs

SOAP APIs

Lightning Web Components

CI/CD tools

Job description

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Engagement: Salesforce Service Cloud AMS
Location: Bengaluru
Experience: 3–6 years
Shift: Rotational shifts, including evening, night, weekend, or on-call support as required

Role Summary

We are looking for a Salesforce Support Engineer to provide L2/L3 production support for the Tapestry Salesforce Service Cloud environment. The role includes incident resolution, Salesforce administration, troubleshooting, minor enhancements, release support, and continuous service improvement.

Key Responsibilities

• Provide production support for Salesforce Service Cloud and resolve incidents within agreed SLAs.
• Troubleshoot issues involving Cases, Omni-Channel, Email-to-Case, Work Orders, Entitlements, Flows, Apex, and integrations.
• Manage users, profiles, permission sets, roles, queues, sharing rules, and access configurations.
• Analyze debug logs, Flow errors, Apex exceptions, trigger failures, and data issues.
• Implement approved configuration changes, Flows, validation rules, and minor Apex enhancements.
• Support deployments, regression testing, UAT, release validation, and post-production monitoring.
• Perform root-cause analysis and maintain support documentation and knowledge articles.
• Coordinate with business, development, integration, and support teams to resolve complex issues.

Required Skills

• 3–6 years of Salesforce experience, including production or AMS support.
• Strong hands-on experience with Salesforce Service Cloud and administration.
• Experience with Flows, Case Management, Omni-Channel, Email-to-Case, and Salesforce security.
• Working knowledge of Apex, Triggers, SOQL, SOSL, Debug Logs, and governor limits.
• Exposure to Salesforce integrations using REST/SOAP APIs or middleware.
• Good understanding of incident, problem, change, and release-management processes.
• Strong troubleshooting, communication, and stakeholder-management skills.
• Willingness to work in rotational shifts from Bengaluru.

Preferred

• Salesforce certification.
• Experience with Lightning Web Components and CI/CD tools.
• Exposure to Messaging for In-App and Web, Live Chat migration, or digital service channels.