Salesforce Support Developer (L1 Support)

Location: Remote / Noida (US Time Zone Coverage)

Experience: 2-3 years

Full Time

Position 1: Weekend night shift position. Wed through Sun with 6 hours/day during weekdays and 12 hours/day night shift during weekend

- 9:00 PM to 9:00 AM IST during weekends

- 7:00 AM to 1:00 PM IST during weekdays

Position 1: Weekend day shift position. Sat through Wed with 6 hours/day during weekdays and 12 hours/day during weekend

- 9:00 AM to 9:00 PM IST during weekends

- 7:00 AM to 1:00 PM IST during weekdays

About the Role :

We are looking for a committed and proactive Salesforce Support Developer to provide Level 1 (L1) support for a complex and high-availability Salesforce Service Cloud application. The ideal candidate must have a strong sense of ownership, accountability, and a service-oriented mindset, with the ability to respond and resolve issues within clearly defined SLAs.

This role requires weekend coverage on a rotational basis and close collaboration with L2/L3 technical teams.

Key Responsibilities :

- Serve as the first line of support (L1) for incidents, user queries, and service requests related to the Salesforce Service Cloud platform.

- Monitor dashboards, queues, email notifications, and automated alerts to ensure prompt acknowledgment and response.

- Perform initial triage, validations, reproduction of issues, and escalate to L2 team when required with complete documentation.

- Provide quick functional troubleshooting for standard Salesforce objects, workflows, validation rules, assignment rules, case routing, and user access issues.

- Track, update, and close tickets within defined SLA timelines, ensuring clear and timely communication with users and stakeholders.

- Maintain detailed logs of incidents, resolutions, and RCA inputs for continuous improvement.

- Support weekend operations and on-call shifts as part of a rotation.

- Ensure compliance with healthcare client's data security, privacy, and regulatory standards.

- Collaborate with cross-functional teams to improve support processes and reduce repeat issues.

Required Skills & Experience :

- 2-3 years of hands-on experience with Salesforce Service Cloud (admin + basic development).

- Strong understanding of Salesforce standard objects (Cases, Contacts, Accounts), automation tools (Flows, Process Builder), and user management.

- Ability to perform quick troubleshooting and narrow down issues efficiently.

- Basic familiarity with Apex, SOQL, reporting, dashboards, and configuration best practices.

- Experience working in ITSM tools like ServiceNow or Jira

Key Mindset & Attributes :

- Strong ownership mindset - takes responsibility from issue acknowledgment to closure.

- Accountability - ensures all SLAs for response and resolution are consistently met.

- Customer-first attitude - empathetic, patient, and proactive in communications.

- Detail-oriented - documents clearly and ensures no information gaps.

- Calm under pressure - able to respond quickly in time-sensitive support scenarios.

- Flexible and dependable - willing to support weekend and after-hours operations when required.

- Team-oriented - collaborates effectively with L2 engineers and business stakeholders.

Good to Have :

- Salesforce Administrator and PD1 certification.

- Exposure to healthcare or regulated industry environments.

- Experience with integration error handling (MuleSoft, API logs, middleware)