Salesforce Support Engineer

Build & Hire; Mumbai; On-site; INR 450,000 - 750,000; Full time

Job summary

Build & Hire in Pune is seeking a Salesforce Support Engineer (L1/L2) to provide level 1/2 support for Salesforce applications including Sales Cloud and Service Cloud. You will troubleshoot access, permissions, reports, dashboards, workflows, and data integrity, and coordinate with developers.

The role requires 2–4 years of Salesforce Support experience and hands-on knowledge of Salesforce configuration, Lightning Experience, SOQL basics, Data Loader and collaboration with business stakeholders

Qualifications

• 2–4 years of Salesforce Support (L1/L2) experience.
• Strong understanding of Salesforce configuration and administration.
• Hands-on experience with profiles, roles, permission sets, reports, dashboards, workflows, and flows.
• Basic knowledge of Apex, SOQL, Lightning Web Components, and Visualforce.
• Experience with Salesforce Lightning Experience and data management.

Responsibilities

• Provide L1/L2 support for Salesforce applications including Sales Cloud, Service Cloud, and custom apps.
• Troubleshoot user access, profiles, permission sets, workflows, and reports.
• Manage support tickets using ServiceNow, Jira, or similar, adhering to SLAs.
• Perform user onboarding, offboarding, and permission management.
• Coordinate with Salesforce Developers and Administrators for complex issues.
• Support deployments, UAT, and post-release activities.
• Monitor Salesforce system performance and data integrity.
• Prepare and maintain support documentation and knowledge base articles.
• Communicate with stakeholders to ensure timely issue resolution.

Skills

Salesforce Administration

SOQL & Data Management

Access & Permissions

Lightning Experience

Ticketing tools

Tools

Data Loader

ServiceNow

Jira

Job description

Salesforce Support Engineer (L1/L2)

We are currently hiring for Salesforce Support Engineers (L1/L2) for a fast-growing software company based in Pune.

Key Responsibilities

• Provide L1/L2 support for Salesforce applications, including Sales Cloud, Service Cloud, and custom applications.
• Troubleshoot user-reported issues related to user access, profiles, permission sets, workflows, flows, validation rules, reports, dashboards, page layouts, and record types.
• Manage and resolve support tickets using ticketing tools such as ServiceNow, Jira, or similar, while adhering to defined SLAs.
• Perform user onboarding, offboarding, and permission management.
• Coordinate with Salesforce Developers and Administrators for complex (L3) issues.
• Support application deployments, User Acceptance Testing (UAT), and post-release activities.
• Monitor Salesforce system performance and maintain data integrity.
• Prepare and maintain support documentation, troubleshooting guides, and knowledge base articles.
• Communicate effectively with business stakeholders and end users to ensure timely issue resolution.

Required Skills / Primary Skills

• 2–4 years of experience in Salesforce Support (L1/L2).
• Strong understanding of Salesforce configuration and administration.
• Hands-on experience with:
• Profiles, Roles, and Permission Sets
• Reports and Dashboards
• Workflows, Process Builder, and Flows
• Basic knowledge of:
• Apex
• SOQL (reading and debugging level)
• Lightning Web Components (LWC)
• Visualforce
• Experience with Salesforce Lightning Experience.
• Knowledge of Data Loader and Salesforce data management.
• Familiarity with supporting Salesforce integration issues at a basic level.
• Experience working with ticketing tools such as ServiceNow, Jira, or similar.

Additional Skills

• Strong analytical and problem-solving abilities.
• Excellent troubleshooting skills with attention to detail.
• Ability to prioritize and manage multiple support requests effectively.
• Self-driven with the ability to work independently and collaboratively.
• Strong verbal and written communication skills.
• Good documentation and knowledge-sharing practices.
• Customer-focused mindset with a proactive approach to issue resolution.

If you're passionate about supporting Salesforce applications and delivering exceptional user experiences, we'd love to hear from you.