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Role Summary
We are looking for a Salesforce L2 Support Engineer to manage production support, incident resolution, and system stability across the Salesforce ecosystem. The role requires strong troubleshooting skills, functional understanding, and coordination with L3/Development teams.
Key Responsibilities
- Manage incidents end-to-end on the Salesforce Platform, including high-priority issues
- Perform detailed analysis and troubleshooting using Apex logs, queries, and system data
- Handle complex service requests with timely resolution and clear communication
- Conduct root cause analysis and coordinate fixes with L3/Dev teams
- Monitor system health, alerts, and performance; proactively prevent recurring issues
- Validate and support production changes and deployments
- Maintain configurations under Salesforce Administration (users, roles, workflows, validations)
- Work with data and ensure integrity within Salesforce Database
- Collaborate with build teams to ensure smooth transition from development to support
- Document solutions, update knowledge base, and mentor L1 team members
Required Skills
- Hands-on experience in Salesforce support and Salesforce Development basics
- Strong knowledge of Apex, SOQL, and debugging
- Experience with Salesforce Lightning (LWC/Aura) for issue analysis
- Familiarity with Salesforce API integrations and troubleshooting
- Understanding of Incident, Problem, and Change Management processes
- Strong analytical, communication, and stakeholder management skills
Preferred
- Salesforce Admin / Platform Developer Certification
- Experience with ITIL-based support environments
- Exposure to monitoring and observability tools
Key Competencies
Ownership | Problem-solving | Proactive monitoring | Communication | Team collaboration
