About the Role:

We are seeking a highly motivated Salesforce Technical Consultant to provide L2/L3 application support, technical troubleshooting, bug fixing, minor enhancements, and release support for a complex Salesforce Service Cloud ecosystem.

The consultant will work closely with the Salesforce Technical Lead, Integration Lead, and Data Cloud Lead to ensure operational stability, faster incident resolution, and continuous improvement of the platform.

This role requires a strong foundation in Salesforce development and configuration combined with a production support mindset.

Key Responsibilities

Application Support

- Provide L2/L3 support for Salesforce Service Cloud applications.
- Investigate, troubleshoot, and resolve production issues.
- Perform incident analysis and identify root causes.
- Support business users during issue triage and resolution.
- Participate in Sev-1 and Sev-2 incident investigations.

Salesforce Administration & Configuration

Support and maintain:

- Service Cloud
- Case Management
- Omnichannel
- Queues
- Assignment Rules
- Escalation Rules
- Approval Processes
- Reports and Dashboards
- Validation Rules
- Permission Sets
- Profiles
- Flows

Development & Enhancement Support

Develop and maintain:

- Apex Classes
- Apex Triggers
- Batch Apex
- Queueables
- LWCs
- Aura Components (where applicable)
- Flow Automations
- REST Integrations
- Custom APIs

Responsibilities include:

- Bug fixes
- Performance improvements
- Small enhancement deliveries
- Technical debt remediation

Integration Support

Assist Integration Lead in:

- API troubleshooting
- Middleware issue investigations
- Interface monitoring
- Data synchronization issues
- Error log analysis

Support integrations involving:

- Salesforce APIs
- SAP Interfaces
- Middleware Platforms




- CTI Systems
- Enterprise Applications

Data Cloud Support Collaboration

Work closely with Data Cloud Lead to:

- Investigate data synchronization issues.
- Support customer profile reconciliation activities.
- Analyze source data issues.
- Validate integration flows feeding Data Cloud.

(Data Cloud design ownership remains with the Data Cloud Lead.)

Release & Deployment Support

- Participate in CI/CD and deployment activities.
- Support change implementation activities.
- Validate deployments across environments.
- Execute smoke testing and production verification.

Monitoring & Continuous Improvement

- Monitor recurring incidents and defects.
- Identify opportunities for automation and optimization.
- Maintain technical documentation.
- Contribute to support runbooks and knowledge repositories.

Required Experience

Overall Experience

- 4 5 years of Salesforce experience.
- Minimum 2 years supporting Salesforce production environments.
- Experience in Managed Services or Application Support engagements preferred.

Mandatory Salesforce Skills

Strong hands-on experience in:

Salesforce Platform

- Service Cloud
- Data Model
- Security Model
- Sharing & Visibility
- Reports & Dashboards
- Permission Sets

Automation

- Record Triggered Flows
- Screen Flows
- Scheduled Flows
- Approval Processes

Development

- Apex
- Triggers
- SOQL/SOSL
- LWC
- Asynchronous Apex




- Test Classes

Must be capable of independently performing code debugging and issue analysis.

Integration Knowledge

Working knowledge of:

- REST APIs
- SOAP APIs
- JSON
- OAuth
- Named Credentials

Experience troubleshooting integration failures is highly preferred.

Contact Center Experience (Preferred)

Experience supporting:

- Salesforce Service Cloud
- CTI integrations
- Omnichannel
- Agent Desktop solutions
- Customer Service Operations

Exposure to one or more:

- Genesys
- Amazon Connect
- NICE
- Cisco
- Avaya

will be considered a strong advantage.

Production Support Competencies

Must have experience in:

- Incident Management
- Root Cause Analysis
- Defect Resolution
- Log Analysis
- Deployment Support
- User Support

Ability to work in a ticket-driven support workplace.

Mandatory Technical Assessment Areas

Candidate should be able to demonstrate:

Salesforce

- Apex Debugging
- LWC Development
- Flow Troubleshooting
- Security Troubleshooting
- SOQL Optimization

Support Operations

- Incident Analysis
- Root Cause Investigation
- Defect Fixing
- Impact Assessment

Integration Support

- API Failure Analysis
- Error Log Interpretation
- Data Synchronization Troubleshooting

Certifications

Mandatory

At least one:

- Salesforce Administrator
- Salesforce Platform Developer I

Preferred

- Salesforce Service Cloud Consultant
- Salesforce Platform App Builder
- Salesforce AI Associate
- Salesforce Associate

#LI-Hybrid

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Salesforce Service Cloud Solution Expert (Chennai)
🏢 Ciber
📍 Chennai