Salesforce Support Engineer

Birlasoft Limited; Pune District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Birlasoft Limited in Pune (Balewadi) is seeking a Salesforce Support Engineer with 4-6 years of hands-on experience to provide end-to-end production support for Salesforce applications. You will lead incident, problem, and change management, troubleshoot complex app and data issues, and mentor junior engineers.

You will manage Salesforce security, data quality, and performance, while supporting Service Cloud processes such as Case Management and Escalations.

Qualifications

• 4 to 5 years of Salesforce Administration and Production Support experience.
• Strong expertise in Sales Cloud and Service Cloud.
• Experience with Salesforce security architecture and access management.
• Hands-on experience with Flow automation and troubleshooting.
• Experience supporting integrations with external applications.
• Knowledge of deployment processes and change management.
• Strong stakeholder management and communication skills.
• Experience working in SLA-driven support environments.

Responsibilities

• Provide end-to-end production support for Salesforce applications.
• Lead incident, problem, and change management activities.
• Troubleshoot complex application, integration, and data issues.
• Perform root cause analysis and drive permanent fixes for recurring incidents.
• Manage Salesforce security, sharing, data quality, and system performance.
• Support and enhance Service Cloud processes including Case Management, Queues, Assignment Rules, and Escalations.
• Coordinate with business stakeholders, development teams, and external vendors.
• Participate in release planning, deployment support, and hypercare activities.
• Mentor junior support engineers and establish support best practices.
• Prepare support metrics, incident reports, and governance updates.

Skills

Salesforce Administration

Salesforce Support

Incident Management

Problem Management

Flow

Security Model

Reports & Dashboards

Data Management

Root Cause Analysis

Production Support

Tools

ServiceNow

Jira

Job description

Technical Specialist-Enterprise Apps Area(s) of responsibility Empowered By Innovation Birlasoft, a global leader at the forefront of Cloud, AI, and Digital technologies, seamlessly blends domain expertise with enterprise solutions. The company’s consultative and design-thinking approach empowers societies worldwide, enhancing the efficiency and productivity of businesses. As part of the multibillion-dollar diversified CKA Birla Group, Birlasoft with its 12,000+ professionals, is committed to continuing the Group’s 170-year heritage of building sustainable communities.

Job Title / Position: Salesforce Support Engineer Experience: 4-6 years Location: Pune (Balewadi) 5 Days work from office Immediate - 15days joiner preferred

Responsibilities:

• Provide end-to-end production support for Salesforce applications.
• Lead incident, problem, and change management activities.
• Troubleshoot complex application, integration, and data issues.
• Perform root cause analysis and drive permanent fixes for recurring incidents.
• Manage Salesforce security, sharing, data quality, and system performance.
• Support and enhance Service Cloud processes including Case Management, Queues, Assignment Rules, and Escalations.
• Coordinate with business stakeholders, development teams, and external vendors.
• Participate in release planning, deployment support, and hypercare activities.
• Mentor junior support engineers and establish support best practices.
• Prepare support metrics, incident reports, and governance updates.

Required Skills:

• 4 to 5 years of Salesforce Administration and Production Support experience.
• Strong expertise in Sales Cloud and Service Cloud.
• Experience with Salesforce security architecture and access management.
• Hands-on experience with Flow automation and troubleshooting.
• Experience supporting integrations with external applications.
• Knowledge of deployment processes and change management.
• Strong stakeholder management and communication skills.
• Experience working in SLA-driven support environments.

Preferred Certifications:

• Salesforce Certified Administrator
• Salesforce Service Cloud Consultant (Preferred)

Key Skills:

Salesforce Administration, Salesforce Support, , Incident Management, Problem Management, Flow, Security Model, Reports & Dashboards, Data Management, RCA, ServiceNow, Jira, Production Support.

Experience Level

Mid Level