Salesforce Support Engineer - Industries & Revenue Cloud

RTL2 Fernsehen GmbH & Co. KG; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Weekend payout

Job summary

RTL2 Fernsehen GmbH & Co. KG in Bengaluru is seeking an experienced Salesforce Developer Support Engineer to help developer teams from client companies solve complex CRM challenges. You will document investigations and contribute to open‑source projects and sample code.

The role requires strong knowledge of LWC, Apex, APIs, and Industry/Revenue Cloud products, with weekend work rotating and international shift availability.

Qualifications

• Bachelor’s/Master’s degree in CS/IT or related field.
• 2–6 years of Salesforce engineering/programming experience.
• Minimum 2 years with Industry or Revenue Cloud (CME, CPQ, HINS, OmniStudio, SF CPQ).
• Salesforce Platform Administrator and Platform Developer certifications required.

Responsibilities

• Provide premier Salesforce support with strong customer handling and documentation.
• Coordinate with cross‑functional teams to resolve issues.
• Create knowledge‑base materials to empower developers.

Skills

Salesforce engineering

LWC

Apex

REST APIs

JSON/XML/YAML

Database concepts

Communication skills

Problem solving

Education

Bachelor's degree in Computer Science/Information Systems/Information Technology

Tools

OmniStudio

Visualforce

SFDC APIs

Job description

Job Description

Salesforce.com is the global leader in customer relationship management (CRM) software. We pioneered the shift to cloud computing, and today we’re delivering the next generation of social, mobile and cloud technologies that help companies revolutionize the way they sell, service, market and innovate—and become customer companies. We are the fastest‑growing of the top 10 enterprise software companies, the World’s Most Innovative Company according to Forbes and one of Fortune’s 100 Best Companies to Work For. Our culture is built around doing work that matters, winning as a team and celebrating success.

Role Scope

The Developer Support Engineer profile gives you the opportunity to expand your expertise across the Salesforce Platform. Working with developers from other companies and helping them find solutions to their business cases will keep you engaged and motivated. This role provides extensive learning opportunities and a chance to master the Salesforce Platform and advance your career.

Experience/Skills Required

• Bachelor’s / Master’s Degree in Computer Science / Information Systems / Information Technology.
• 2 to 6 years of Salesforce engineering/programming experience.
• Minimum 2 years of hands‑on experience with Industries or Revenue Cloud products (CME, CPQ, HINS, any core product or OmniStudio, SF CPQ, pricing, billing). Mandatory.
• Certifications in any Industry or Revenue Cloud are required.
• Salesforce Certified Platform Administrator and Platform Developer (Mandatory).
• Salesforce Certified Industries CPQ Developer & CPQ Administrator (Preferred).
• Core developer skills including LWC and Apex.
• Ability to communicate technical concepts clearly.
• Solid knowledge of JSON, XML, YAML and experience with server‑to‑server web services (SOAP & REST).
• Experience with AJAX web application development and browser compatibility.
• Excellent written and verbal communication skills.
• Understanding of internet technologies: firewalls, web servers, proxies, etc.
• Knowledge of database concepts, RDBMS and SQL.
• Previous experience with Salesforce.com CRM and its technologies.
• Broad knowledge of OWD, user sharing, visibility and licensing.
• Understanding of user creation and authentication.
• Good understanding of Experience Sites customization and limitations.

Role & Responsibilities

• Provide premier support with high expectations, excellent customer handling, critical escalation management, multitasking and technical documentation.
• Coordinate with cross‑functional teams (AE, TAM, CSM).
• Maintain strong relationships with the Product team.
• Create quality investigations and troubleshoot issues.
• Meet monthly KPI goals such as CSAT and productivity.
• Respond to escalated customer requests from Tier 2 analysts in a 24/7/365 global support environment.
• Answer technical questions, solve problems and suggest workarounds for supported applications.
• Assist third‑party developers troubleshooting integration with Salesforce.com APIs, Apex, Visualforce and other developer products.
• Write sample code, client libraries and contribute to open‑source projects.
• Create knowledge‑base materials to enhance operational efficiency and empower the developer community.
• Resolve complex customer service problems and manage expectations for high satisfaction.
• Maintain and apply technical expertise in product functionality to help customers.
• Assist in design and delivery of product and technical training.
• Review support cases for technical accuracy.
• Define and describe best technical practices.
• Identify upsell opportunities and present Salesforce solutions to customers.
• Work weekends on a rotating basis; weekly off will be granted on weekdays.
• Additional payout for weekend work (details to be shared later).

Workdays & Work Shifts

• 5 working days.
• Shift can be any GEO (APAC, EMEA, IST and AMER).
• Willingness to work in non‑rotating AMER shifts (EST and PST) is mandatory.
• Work hours/shifts may change according to business requirements.

Accommodations

If you require assistance due to a disability applying for open positions, please submit a request via the Accommodations Request Form.

Posting Statement

Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. Employees and potential employees are assessed on merit, competence and qualifications—without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other protected classifications. This policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination and all other aspects of employment.