SF Sales Cloud -Support Engineer

• Provide Tier 2 and Tier 3 technical support to users experiencing issues with the Salesforce platform.
• Investigate and resolve incidents related to Salesforce configuration customization integration and data management.
• Collaborate with Tier 1 support team to ensure timely and accurate responses to user inquiries.
• Document and track support cases ensuring proper categorization prioritization and resolution.
• Analyse and troubleshoot complex issues involving Salesforce workflows automation security and thirdparty integrations.
• Assist in the design development and testing of solutions to address recurring problems or improve system performance.
• Collaborate with developers administrators and business analysts to implement enhancements patches and upgrades to the Salesforce platform.
• Maintain a strong understanding of Salesforce best practices new features and updates.
• Participate in oncall rotation to provide afterhours support when necessary.
• Conduct training sessions for users to promote selfservice and prevent common issues.
• Contribute to the creation and maintenance of support documentation knowledge base articles and troubleshooting guides.

• Bachelor s degree in computer science Information Technology or related field (or equivalent work experience).
• Salesforce Administrator certification is required; additional certifications such as Salesforce Advanced Administrator or Salesforce Platform App Builder are a plus.
• Proven 4 years of experience supporting in Salesforce.
• Strong understanding of Salesforce platform architecture data model and security features.
• Should know ITSM principles and Major incident management process.
• Proficient in troubleshooting complex issues related to Salesforce configuration customizations and integrations.
• Familiarity with programming languages such as Apex and Lightning Components is a plus.
• Excellent communication skills with the ability to convey technical information to nontechnical users.
• Strong problemsolving skills and the ability to work independently and collaboratively.
• Prior experience in a customerfacing role and a dedication to delivering exceptional customer service.
• Knowledge of ITIL or other IT service management frameworks is advantageous.
• Experience with Sales cloud Jira ServiceNow or similar support ticketing systems is preferred.
• Ability to adapt to a dynamic and fastpaced environment with shifting priorities

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