Application Support Engineer - Salesforce Platform

About the Role :

We are seeking a skilled and proactive Application Support Tier 2 Specialist to provide advanced technical customer support for our Cloud-based applications, with a strong focus on Salesforce troubleshooting at the platform level. This role requires deep analytical thinking, exceptional problem-solving skills, and the ability to manage complex technical issues while delivering outstanding customer experiences.

Key Responsibilities :

1. Tier 2 Technical Support & Troubleshooting :

- Provide second-level technical support for Cloud applications and web technologies.

Troubleshoot Salesforce platform-level issues, including but not limited to :

- Configuration issues : Incorrect field mappings, broken validation rules, workflow automation errors.

- Permission/access problems : Role hierarchy conflicts, profile or permission set misconfigurations.

- Integration failures : API errors, data sync issues with third-party applications.

- Performance issues : Slow page loads, query timeouts, resource bottlenecks.

- Customization bugs : Apex code exceptions, Lightning component failures, Flow Builder automation errors.

- Utilize Salesforce tools such as Setup Menu, Developer Console, Debug Logs, Object Manager, and Flow Builder for root cause analysis and resolution.

2. Incident Management & Root Cause Analysis :

- Investigate recurring or unknown technical issues, conducting deep dives to uncover underlying causes.

- Perform detailed root cause analysis (RCA) and document solutions for knowledge base entries.

- Collaborate with engineering, QA, and product teams to address systemic issues and prevent recurrence.

3. Customer Communication & Relationship Management :

- Communicate technical findings clearly to both technical and non-technical audiences.

- Maintain strong, empathetic, and professional interactions with customers under pressure.

- Provide timely status updates and set clear expectations regarding issue resolution timelines.

4. Cross-Functional Collaboration :

- Work closely with Salesforce Admins, Developers, and Technical Consultants to resolve platform issues.

- Escalate critical incidents to Tier 3 or engineering teams when necessary, ensuring proper documentation.

- Participate in knowledge-sharing sessions and continuous improvement initiatives.

5. Documentation & Knowledge Sharing :

- Create and maintain detailed technical documentation, SOPs, and troubleshooting guides.

- Contribute to internal knowledge bases to enable faster resolution of future incidents.

Qualifications & Requirements :

Education : BA/BS degree preferred, with emphasis on technical or analytical disciplines such as Engineering, Computer Science, or Mathematics.

Experience :

- Minimum 4 years of prior experience in technical customer support for Cloud applications and web technologies.

- Salesforce platform expertise is mandatory proven experience with troubleshooting, configuration, and integration.

- SQL proficiency preferred for data queries and troubleshooting.

- Knowledge of CPQ and CLM processes is a strong plus.

Skills & Attributes :

- Strong analytical skills with attention to detail and accuracy.

- Ability to drive complex issues to resolution in a structured, methodical manner.

- Excellent verbal and written communication skills, including strong documentation ability.

- Team player with adaptability to changing priorities in a fast-paced environment.

- Passion for learning new technologies and approaches.

Tools & Technologies

- Salesforce Platform Tools : Setup Menu, Developer Console, Debug Logs, Object Manager, Flow Builder.

- Databases & Querying : SQL (preferred).

- Cloud Technologies : [Specify relevant platforms/tools used internally].

- Collaboration & Ticketing Systems : Jira, ServiceNow, Zendesk (or similar).

Shift time : 4 : 00 pm to 1 : 00 AM IST