Salesforce Support Engineer

Birlasoft; Pune District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Birlasoft in Pune is seeking a Salesforce Support Engineer with 2–4 years experience to provide end-to-end production support for Salesforce applications across Sales Cloud and Service Cloud.

You will lead incident, problem and change management, perform root cause analyses, manage security and data quality, coordinate with stakeholders, and mentor junior engineers while contributing to release planning and governance.

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 Admin

Sales Cloud

Service Cloud

Security model

Flow automation

Integrations

Deployment processes

Stakeholder management

SLA-driven support

Tools

Salesforce

ServiceNow

Jira

Job description

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: 2-4 years

5 Days work from office

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:

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