Ness Technologies - L1 Salesforce Support Engineer

Description :

Job Title : Salesforce L1 Support Engineer (End-User Support)

Location : [Hybrid] [Nearshore / Offshore]

Experience : 2 - 5 years in Salesforce application or CRM end-user support

Role Overview :

We are looking for a Salesforce L1 Support Engineer to provide frontline, end-user support for Salesforce applications across global business teams. This role is responsible for first-contact resolution, handling day-to-day user issues, and ensuring a smooth Salesforce experience for users across time zones. You will be the first point of contact for Salesforce users and play a critical role in driving adoption, productivity, and user satisfaction.

Key Responsibilities :

End-User Support (Primary) :

- Act as Level 1 support for Salesforce end users.

- Handle incoming incidents and service requests via ticketing system.

- Provide timely, clear, and empathetic communication to users.

- Resolve common user issues at first contact wherever possible.

Salesforce Functional Support :

- Support users on Salesforce Sales Cloud, Service Cloud, and Experience Cloud functionality.

Assist with :

- Login and access issues

- Profile, role, permission set assignments

- Page layout and UI navigation questions

- Data updates, corrections, and basic troubleshooting

- Report and dashboard access issues

- Guide users on best practices and standard operating procedures.

Incident & Ticket Management :

- Accurately log, categorize, and prioritize tickets.

- Follow defined SLAs and escalation procedures.

- Perform initial troubleshooting and root-cause identification.

- Escalate complex issues to L2/L3 with proper documentation.

Knowledge & Self-Service Enablement :

- Create and update knowledge articles, FAQs, and runbooks.

- Reuse knowledge to improve first-contact resolution.

- Identify repeat issues and suggest improvements or automation.

Global Support Operations :

- Participate in shift-based, follow-the-sun support model.

- Ensure smooth handovers across regions and time zones.

- Adhere to support processes and quality standards.

Required Skills & Experience :

Must-Have :

- Hands-on experience providing Salesforce L1 / end-user support.

- Strong understanding of Salesforce profiles, roles, permission sets, and basic security model.

- Experience with ticketing tools (ServiceNow, Jira Service Management, Salesforce Service Cloud).

- Strong communication skills able to explain solutions in simple, user-friendly language.

- Customer-first mindset with patience and empathy.

Nice-to-Have :

- Salesforce Administrator certification (preferred but not mandatory).

- Experience supporting global users in an enterprise environment.

- Basic understanding of integrations and data flows (for triage purposes).

- Familiarity with ITIL incident and request management.

Behavioral & Soft Skills (Critical) :

- Calm and professional under pressure.

- Strong ownership and follow-through.

- Comfortable working across cultures and time zones.

- Willingness to work in shifts and support peak business hours.

- Team player who actively shares knowledge.

Success Metrics :

- First-contact resolution rate.

- SLA compliance.

- End-user satisfaction (CSAT).

- Quality of ticket documentation and escalations.

- Contribution to knowledge base and process improvements.

Ideal Candidate Profile :

- Enjoys helping users and solving problems.

- Treats Salesforce support as a service, not just ticket handling.

- Curious, detail-oriented, and continuously improving.

- Wants to grow into L2 support, Admin, or Platform roles over time.