Salesforce L2/L3 support

Poland and Middle-Eastern Europe; United States; Remote; USD 75,000 - 92,000; Full time

Job summary

Xebia, a global AI-first transformation partner, is seeking a Salesforce technical support specialist to handle L2/L3 incidents. The role requires strong Apex/SOQL/LWC expertise, Fluent Italian, and experience with Azure DevOps and managed packages. EU work region and work permit are required.

Join a diverse team delivering Salesforce solutions, empowering clients with reliable incident response, deployment support, and continuous improvement across environments.

Qualifications

• Experience in Salesforce L2/L3 support or similar technical support role.
• Fluent Italian is a must.
• Hands-on Salesforce development skills incl. Apex, SOQL, Flow, LWC, Aura.

Responsibilities

• Serve as primary resolver for L2/L3 support activities.
• Investigate and resolve incidents, issues, sub-tasks and technical activities.
• Troubleshoot complex Salesforce issues and identify root causes.
• Develop and implement changes using Apex, Flow and LWC.
• Perform batch failure triage and recovery.
• Assess impact of managed-package updates and deployments.
• Prepare technical documentation: Technical Analysis, Delivery, Release notes, Bug and Incident reports.
• Collaborate with other teams and AMS for timely resolutions.
• Support continuous improvement of Salesforce platform and processes.

Skills

Salesforce L2/L3 support

Apex

SOQL

Salesforce Flow

Lightning Web Components

Aura Components

English communication

Azure DevOps

Ant-based deployment

Root-cause analysis

AI-assisted development

Education

Salesforce Platform Developer II

Tools

Azure DevOps

Ant-based deployment

Job description

Xebia is a global AI-first, digital transformation, and engineering partner.With over 25 years of experience and a team of 5,000 professionals across 16 countries, we help organizations design and build scalable products, platforms, and data-driven solutions.

We specialize in Artificial Intelligence, Data and Cloud, Intelligent Automation, and Digital Products, combining deep technical expertise with a strong focus on engineering excellence and a people-first culture.

In the CEE region, we’re a team of nearly 1,000 experts delivering modern applications, data platforms, and AI solutions for clients such as McLaren, Aviva, Deloitte, Spotify, Disney, ING, UPS, Tesco, Truecaller, AllSaints, Volotea, Schmitz Cargobull, Allegro, InPost, and many, many more. We work with leading technologies including AWS, Azure, GCP, Databricks, and Snowflake, and combine strong engineering culture with a consulting mindset and a continuous focus on growth and knowledge sharing.

You will be:

• acting as a primary resolver for L2/L3 support activities,
• investigating and resolving incidents, issues, sub-tasks and technical activities,
• troubleshooting complex Salesforce technical issues and identifying root causes,
• developing and implementing changes using Apex, Flow and LWC,
• performing batch failure triage, troubleshooting and recovery,
• assessing the technical impact and risks of managed-package updates,
• supporting production releases and deployments,
• preparing and maintaining technical documentation, including:
  • Technical Analysis
  • Delivery Notes
  • Release Notes
  • Bug Reports
  • Incident Reports
• collaborating with other technical teams, business stakeholders and the AMS team to ensure timely resolution of issues,
• supporting continuous improvement of the Salesforce platform and support processes.

Your profile:

• strong commercial experience in Salesforce L2/L3 support or a similar Salesforce technical support role,
• fluent Italian - is a must have ,
• technical capability at Salesforce Platform Developer II level.
• strong hands-on experience with:
  • Apex
  • SOQL
  • Salesforce Flow
  • Lightning Web Components (LWC)
  • Aura Components
• strong troubleshooting and root-cause analysis skills,
• experience with batch processing and failure recovery,
• experience working with managed packages and assessing their impact on existing Salesforce solutions,
• experience with Azure DevOps and Ant-based deployment,
• good understanding of Salesforce environments, deployments and production support processes,
• ability to work independently on complex incidents and technical issues,
• good English communication skills,
• practical experience using AI-powered assistants (e.g. Claude Code, GitHub Copilot, Cursor) to improve productivity, quality, or decision-making in software delivery,
• Work from the European Union region and a work permit are required.

Nice to have:

• experience applying GenAI in a more structured way within the SDLC, including defined workflows, prompt patterns, or tool integrations embedded into daily work,

• interest in and familiarity with emerging AI-driven practices (e.g. agent-based workflows, automation patterns, AI-augmented development), with a willingness to explore and experiment beyond standard approaches.

Recruitment Process:

CV review – HR call – Interview – Client Interview – Decision