Salesforce Support Engineer - SaaS Reliability & Data

Foodics; Riyad Al Khabra; On-site; SAR 200,000 - 300,000; Full time

Job summary

A leading restaurant-tech provider in Saudi Arabia is seeking a Salesforce Support Engineer to enhance their support operations. This role entails managing Salesforce issues, ensuring system accuracy, and collaborating with various teams. The ideal candidate has 5-7 years of technical support experience and strong expertise in Salesforce Sales Cloud and Service Cloud, coupled with excellent problem-solving and communication skills.

Benefits

Competitive compensation packages

Continuous learning & development programs

Multicultural environment

High ownership and real impact

A culture that values autonomy and creativity

Qualifications

• Bachelor’s degree in Computer Science, IT, or related field.
• 5–7 years of experience in technical support roles, ideally in product‑driven or SaaS environments.
• Strong hands‑on experience with Sales Cloud & Service Cloud.
• Deep knowledge of standard / custom objects, validation rules, workflows, role hierarchies, and org configuration.
• Proficiency in case management, troubleshooting, incident handling, and escalation processes.
• Familiarity with user setup, access troubleshooting, and admin‑level configuration.
• Strong SOQL / SOSL querying abilities.
• Basic programming knowledge in Apex, Java, or JavaScript (for debugging or coordinating with development).
• Understanding of Salesforce APIs and integration concepts.
• Awareness of CI / CD tools such as Copado or Gearset.
• Strong analytical problem‑solving skills.
• Clear communication and documentation abilities.
• Customer‑centric mindset with a focus on maintaining SLAs.
• Ability to thrive in fast‑paced, cross‑functional environments.

Responsibilities

• Handle, triage, and resolve Salesforce Sales Cloud and Service Cloud support tickets efficiently.
• Perform deep‑dive analysis to identify root causes, configuration gaps, access issues, and data inconsistencies.
• Maintain user roles, profiles, permission sets, and troubleshoot access‑related challenges.
• Execute data import / export operations using Data Loader and ensure accuracy in data‑related fixes.
• Write SOQL / SOSL queries to validate cases, troubleshoot issues, and verify system behavior.
• Assist with Salesforce integration troubleshooting including REST / SOAP API interactions.
• Support regression and functional testing for fixes, enhancements, and releases.
• Collaborate with teams working on CI / CD and release management tools (e.g., Copado, Gearset).
• Document findings, prepare clear reports, and maintain high SLAs and support standards.
• Prioritize issues effectively, manage multiple tickets within Agile / Scrum cycles, and maintain excellent communication throughout the lifecycle.

Job description

A leading restaurant-tech provider in Saudi Arabia is seeking a Salesforce Support Engineer to enhance their support operations. This role entails managing Salesforce issues, ensuring system accuracy, and collaborating with various teams. The ideal candidate has 5-7 years of technical support experience and strong expertise in Salesforce Sales Cloud and Service Cloud, coupled with excellent problem-solving and communication skills.