Key Responsibilities :

- Provide L2/L3 application support for Salesforce CRM, ensuring timely resolution of incidents, service requests, and technical issues.

- Troubleshoot Salesforce application errors, configuration issues, data discrepancies, access-related problems, and performance concerns.

- Manage Salesforce user administration, including user creation, profiles, roles, permission sets, and sharing settings.

- Support Salesforce objects, fields, page layouts, record types, validation rules, and approval processes.

- Maintain and troubleshoot Salesforce Flows, automation, and configured business processes.

- Resolve issues related to reports, dashboards, data visibility, and business process execution.

- Investigate integration failures involving Salesforce, external applications, APIs, and enterprise systems.

- Support REST/SOAP API troubleshooting and resolve data synchronization and connectivity issues.

- Perform data management activities, including imports, exports, updates, deduplication, and data quality checks.

- Use SOQL and Salesforce Developer Console to investigate application issues and validate data.

- Conduct root-cause analysis for recurring incidents and implement corrective and preventive measures.

- Manage support tickets, prioritize issues based on business impact, and ensure compliance with SLA requirements.

- Coordinate with Salesforce developers, business stakeholders, infrastructure teams, and third-party vendors to resolve complex issues.

- Support sandbox management, deployment validation, regression testing, and release activities.

- Maintain technical documentation, troubleshooting guides, support procedures, and knowledge-base articles.

- Identify opportunities to improve application stability, operational efficiency, and the Salesforce user experience.

Required Skills and Qualifications:

- 7 - 9 years of experience in Salesforce application support, administration, or CRM technical support.

- Strong understanding of Salesforce CRM architecture and standard functionalities.

- Hands-on experience with Salesforce configuration, including objects, fields, page layouts, record types, validation rules, and approval processes.

- Experience managing user access, profiles, roles, permission sets, sharing rules, and security settings.

- Good knowledge of Salesforce Flow and troubleshooting automation-related issues.

- Experience supporting Salesforce Sales Cloud and/or Service Cloud.

- Working knowledge of SOQL, Salesforce Developer Console, and data troubleshooting techniques.

- Understanding of REST APIs, SOAP APIs, and Salesforce integrations.

- Experience with incident management, problem management, ticketing systems, and SLA-driven support.

- Familiarity with sandbox environments, change management, deployments, and release validation.

- Strong analytical, debugging, root-cause analysis, and stakeholder management skills.

Good-to-Have Skills :

- Salesforce Administrator, Platform App Builder, or Platform Developer certifications.

- Exposure to Apex, Lightning Web Components (LWC), and Visualforce for troubleshooting.

- Familiarity with Salesforce DX, change sets, and deployment tools.

- Experience with integration platforms, middleware, or enterprise application connectivity.

- Knowledge of Salesforce security best practices and compliance requirements.

- Experience with monitoring tools, automated testing, and support process optimization.

Education :

- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field