Description:
We are looking for a GCM 5 candidates to support and maintain Salesforce systems built on Salesforce Service Cloud, Experience Cloud, and Field Service. The role focuses on ensuring system stability, incident resolution, root cause analysis, and continuous improvement of existing Salesforce applications while working closely with business users and support teams.

Key Responsibilities
• Provide L2/L3 production support for Salesforce applications across Service Cloud, Experience Cloud, and Field Service.
• Analyze, troubleshoot, and resolve incidents, defects, and user-reported issues within defined SLAs.
• Perform root cause analysis (RCA) and implement permanent fixes to prevent recurring issues.
• Collaborate with business users and product owners to gather, analyse, and document functional and technical requirements.
• Design and configure Salesforce solutions using Service Cloud, Experience Cloud, and Field Service to support customer service and operational workflows.




• Perform system analysis, gap analysis, and impact assessments for enhancements, CRs, and recent implementations.
• Support minor enhancements, configuration changes, and break-fix activities in production and lower environments.
• Work on Salesforce configurations including case management, omni-channel, service console, knowledge, Experience Cloud sites, and Field Service work orders.
• Prepare and maintain support documentation, runbooks, and knowledge articles.
• Assist with production deployments, post-release validation, and rollback support when required.
• Collaborate with development, QA, and business teams to ensure smooth issue resolution and system continuity.
• Monitor system health, data integrity, and user access/security issues.
• Support UAT and regression testing for production fixes and maintenance releases.

📌 Salesforce Support Engineer (India)
🏢 TECEZE
📍 India