Salesforce Integration Support Engineer (L2 & L3 Support)

Net2Source (N2S); Philippines; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Net2Source (N2S) is seeking a Salesforce Integration Support Engineer to provide L2/L3 support for enterprise Salesforce integrations and connected applications. The role focuses on incident management, troubleshooting, RCA, monitoring, and ensuring seamless operation of critical business integrations.

The ideal candidate has 5–8 years in IT, with 3+ years dedicated to Salesforce integration support, and hands-on experience with middleware platforms and APIs.

Qualifications

• Bachelor's degree in a tech field required.
• 5–8 years IT experience with 3+ years Salesforce integration support.
• Hands-on experience in enterprise integrations and middleware.

Responsibilities

• Provide L2/L3 support for Salesforce integrations and middleware platforms.
• Monitor integration jobs, APIs, and data sync processes.
• Perform RCA and implement corrective actions to prevent recurring issues.
• Participate in major incident management and problem resolution.
• Support deployments, UAT, and post-release validation in ITIL-compliant processes.
• Analyze logs and data flows to improve reliability.

Skills

Salesforce integration

L2/L3 support

APIs & middleware

Incident management

SQL querying

SOQL

Platform events

ITIL

Education

Bachelor's degree in CS/IT/Engineering

Tools

MuleSoft

Boomi

Informatica

Salesforce APIs

Job description

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.