Salesforce Integration Support Engineer (L2 & L3 Support)

Persistent Systems; Metro Manila; On-site; PHP 600,000 - 1,200,000; Full time

Benefits offered by this job

Hybrid work and flexible hours

Inclusive workplace

Job summary

Persistent Systems is seeking a skilled Salesforce Integration Support Engineer to provide L2/L3 support for enterprise Salesforce integrations and connected applications. You will focus on incident management, troubleshooting, RCA, and ensuring seamless operation of critical business integrations.

The ideal candidate will have hands-on experience with APIs, middleware, data synchronization, and ITIL-aligned change processes, working remotely with global teams.

Qualifications

• Minimum 3+ years of Salesforce integration support experience.
• Bachelor's degree in Computer Science, IT, Engineering, or related field.
• Hands-on with middleware platforms and API troubleshooting.
• Experience supporting complex enterprise integrations in production environments.

Responsibilities

• Provide Level 2 and Level 3 support for Salesforce integrations.
• Monitor integration jobs, interfaces, APIs, and data synchronization processes.
• Investigate and resolve production incidents, defects, and service requests within SLA commitments.
• Perform detailed RCA and implement corrective actions to prevent recurring issues.
• Participate in major incident management and problem resolution activities.
• Support integrations between Salesforce and ERP systems, Marketing Platforms, and CRM applications.

Skills

Salesforce data model

Salesforce APIs

Apex/SOQL

REST APIs

Integration patterns

ITIL knowledge

Stakeholder management

Problem solving

Education

Bachelor's degree in Computer Science, Information Technology, Engineering, or related field

Tools

MuleSoft

Dell Boomi

Informatica

Job description

We are an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what's next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world, including 20 Fortune 50 companies and 4 of the 5 top banks in both the US and India, and numerous innovators across the healthcare ecosystem.

Our disruptor's mindset, commitment to client success, and agility to thrive in the dynamic environment have enabled us to sustain our growth momentum. Persistent has been recognized across top industry platforms for innovation, leadership, and inclusion. We have delivered 23 sequential quarters of growth with $422.5M in Q3 FY26 revenue, up 4.0% Q-o-Q and 17.3% Y-o-Y growth. Our 26,500+ global team members, located in 18 countries, have been instrumental in helping the market leaders transform their industries. We won the 2025 ISG Star of Excellence™ Award for AI and Data Excellence and were named a Leader in the Everest Group Talent Readiness for Next-generation Data, Analytics and AI Services PE…® Assessment 2025.

Job Title: L3 Support Specialist - Salesforce CPQ

About Position and details:

• Location: Philippines
• Experience: 5 to 8 Yrs
• Mode: REMOTE

Role Summary

We are seeking a skilled Salesforce Integration Support Engineer to provide L2 and L3 support for enterprise Salesforce integration platforms and connected applications. The ideal candidate will have hands‑on experience supporting Salesforce integrations involving APIs, middleware platforms, data synchronization, and enterprise systems. This role focuses on incident management, troubleshooting, root cause analysis, monitoring, and ensuring seamless operation of critical business integrations.

Key Responsibilities

Integration Support & Operations

• Provide Level 2 and Level 3 support for Salesforce integrations and middleware platforms.
• Monitor integration jobs, interfaces, APIs, and data synchronization processes.
• Investigate and resolve production incidents, defects, and service requests within SLA commitments.
• Perform detailed root cause analysis (RCA) and implement corrective actions to prevent recurring issues.
• Participate in major incident management and problem resolution activities.
• Support integrations between Salesforce and:
• ERP Systems (SAP, Oracle, NetSuite)
• Marketing Platforms
• Customer Support Applications
• Third‑party SaaS Applications
• Troubleshoot inbound and outbound API failures.
• Support real‑time and batch integration processes.
• Analyze integration logs and data flow issues.

API & Middleware Support

• Monitor and troubleshoot:
• REST APIs
• SOAP Web Services
• Platform Events
• API Gateways
• Support middleware platforms such as:
• MuleSoft
• Boomi
• Informatica
• Resolve message processing failures and connectivity issues.
• Investigate data synchronization and transformation issues.
• Perform data validation and reconciliation activities across integrated systems.
• Support bulk data loads and migration activities.
• Ensure data integrity and consistency across platforms.

Change & Release Support

• Support deployment and release validation for integration changes.
• Assist in UAT, production deployments, and post‑release verification.
• Follow ITIL‑compliant change management processes.
• Maintain operational runbooks and support documentation.

Monitoring & Reporting

• Monitor integration health through dashboards and alerting tools.
• Generate operational reports and incident trend analysis.
• Recommend process automation and optimization opportunities.
• Track SLA, incident metrics, and system performance KPIs.

Required Skills

• Strong understanding of Salesforce data model and platform architecture.
• Experience supporting:
• Service Cloud
• Experience Cloud
• Knowledge of Apex, SOQL, and Salesforce APIs.
• Familiarity with Platform Events and Integration Patterns.

Integration Technologies

• REST APIs
• SOAP APIs
• JSON and XML
• OAuth 2.0
• Webhooks
• ETL Processes

Middleware Platforms

Experience supporting one or more of:

• MuleSoft
• Dell Boomi

Database Skills

• SQL Querying
• Data Validation
• Troubleshooting Data Mapping Issues

Support Operations

• Change Management
• Production Support
• ITIL Framework
• ServiceNow or similar ITSM tools

Experience & Qualifications

• 5-8 years of IT experience.
• Minimum 3+ years of Salesforce integration support experience.
• Experience supporting complex enterprise integrations in production environments.
• Hands‑on experience with middleware platforms and API troubleshooting.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.

Preferred Certifications

• Salesforce Platform App Builder
• Salesforce Platform Developer I
• Boomi Professional Certification (Preferred)
• ITIL Foundation Certification

Preferred Skills

• MuleSoft Anypoint Platform
• Salesforce Data Cloud Integration
• Monitoring tools such as Splunk, Dynatrace, AppDynamics, or New Relic

Soft Skills

• Strong analytical and troubleshooting capabilities.
• Excellent communication and stakeholder management skills.
• Ability to manage critical incidents under pressure.
• Strong documentation and knowledge‑sharing mindset.
• Ability to work independently in a global support environment.

Shift Requirements

• Willingness to work in rotational shifts.
• Participation in on‑call support for critical production incidents.
• Support coverage during weekends and business‑critical periods when required.

Nice to Have

• Experience with Revenue Cloud and Billing integrations.
• Exposure to AWS or Azure cloud platforms.
• Enterprise Architecture and Integration Design knowledge.

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility‑friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

"Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind."