Salesforce Support Engineer

Crown Solutions; Bengaluru; Hybrid; INR 900.000 - 1.300.000; Vollzeit

Zusammenfassung

Crown Solutions is seeking an experienced Salesforce Administrator with strong L2/L3 production support to manage, support, and enhance Salesforce CRM applications in Bengaluru. You will handle incident management, user support, release management, and platform improvements.

Required skills include Salesforce Administration, Lightning Experience, Flow, and data integrity expertise. Rotation shifts and on-call support may be required.

Qualifikationen

• 4+ years of Salesforce Administration experience.
• Strong production support experience in L2/L3 environments.
• Experience handling high-priority incidents and SLA-driven support.
• Excellent communication and stakeholder management skills.
• Ability to work in rotational shifts and on-call support when required.

Aufgaben

• Provide L2/L3 production support for Salesforce CRM applications.
• Resolve incidents and service requests within SLA timelines.
• Analyze issues, coordinate with developers and business users.
• Manage user access, security roles, and release management needs.
• Support data uploads, data corrections, and data quality initiatives.
• Monitor integrations, batch jobs, and scheduled processes.
• Participate in major incident and problem management activities.

Jobbeschreibung

Role Summary

We are looking for a Salesforce Administrator with strong L2/L3 production support experience to manage, support, and enhance Salesforce CRM applications. The candidate will be responsible for incident management, problem resolution, user support, system administration, release management, and continuous platform improvements.

Key Responsibilities

L2 Support

• Resolve user issues, incidents, and service requests within SLA timelines.
• Troubleshoot Salesforce application functionality, workflows, reports, dashboards, and security-related concerns.
• Analyze production issues and coordinate with developers, integration teams, and business users.
• Perform user administration activities including profile, role, permission set, and access management.
• Support data uploads, data corrections, and data quality initiatives.
• Monitor integrations, batch jobs, and scheduled processes.

L3 Support

• Perform root cause analysis (RCA) for recurring and critical incidents.
• Implement complex Salesforce configurations and platform enhancements.
• Support deployments, release management, and environment maintenance.
• Optimize Flows, Validation Rules, Approval Processes, and automation components.
• Collaborate with development teams for defect fixes and enhancements.
• Participate in major incident management and problem management activities.

Required Technical Skills

• Salesforce Administration (Sales Cloud & Service Cloud)
• Salesforce Lightning Experience
• Salesforce Flow
• User Access & Security Management
• Reports & Dashboards
• Data Loader
• Change Sets & Release Management
• Incident, Problem & Change Management
• SOQL (basic knowledge)
• Integration Monitoring

Preferred Skills

• Salesforce Administrator Certification (ADM-201)
• Salesforce Advanced Administrator Certification
• Experience with ServiceNow/JIRA ticketing tools
• Knowledge of Apex, Visualforce, and Lightning Components
• Exposure to REST/SOAP APIs
• Agile/Scrum delivery experience
• BFSI/Insurance domain experience preferred

Mandatory Requirements

• 4+ years of Salesforce Administration experience.
• Strong production support experience in L2/L3 environments.
• Experience handling high-priority incidents and SLA-driven support.
• Excellent communication and stakeholder management skills.
• Ability to work in rotational shifts and on-call support when required.