Title:  Sr Developer - Salesforce Support Engineer

Area(s) of responsibility

Empowered By Innovation
Birlasoft, a global leader at the forefront of Cloud, AI, and Digital technologies, seamlessly blends domain expertise with enterprise solutions. The company’s consultative and design-thinking approach empowers societies worldwide, enhancing the efficiency and productivity of businesses. As part of the multibillion-dollar diversified CKA Birla Group, Birlasoft with its 12,000+ professionals, is committed to continuing the Group’s 170-year heritage of building sustainable communities.

Job Title / Position: Salesforce Support Engineer
Experience: 2-4 years
Location: Pune (Balewadi)
5 Days work from office

Immediate - 15days joiner preferred

Responsibilities:
•    Provide end-to-end production support for Salesforce applications.
•    Lead incident, problem, and change management activities.
•    Troubleshoot complex application, integration, and data issues.
•    Perform root cause analysis and drive permanent fixes for recurring incidents.
•    Manage Salesforce security, sharing, data quality, and system performance.
•    Support and enhance Service Cloud processes including Case Management, Queues, Assignment Rules, and Escalations.
•    Coordinate with business stakeholders, development teams, and external vendors.
•    Participate in release planning, deployment support, and hypercare activities.
•    Mentor junior support engineers and establish support best practices.
•    Prepare support metrics, incident reports, and governance updates.
Required Skills:
•    4 to 5 years of Salesforce Administration and Production Support experience.
•    Strong expertise in Sales Cloud and Service Cloud.
•    Experience with Salesforce security architecture and access management.
•    Hands-on experience with Flow automation and troubleshooting.
•    Experience supporting integrations with external applications.
•    Knowledge of deployment processes and change management.
•    Strong stakeholder management and communication skills.
•    Experience working in SLA-driven support environments.
Preferred Certifications:
•    Salesforce Certified Administrator
•    Salesforce Service Cloud Consultant (Preferred)
Key Skills: Salesforce Administration, Salesforce Support, , Incident Management, Problem Management, Flow, Security Model, Reports & Dashboards, Data Management, RCA, ServiceNow, Jira, Production Support.