Job Responsibilities

- Investigate and troubleshoot complex customer-reported issues in Salesforce production environments.

- Perform root cause analysis (RCA) by analysing debug logs, Apex execution, Flow behaviour, platform events, SOQL queries, and Lightning components.

- Read and understand Apex code, Triggers, Batch Apex, Queueables, Scheduled Jobs, and Flows to identify functional or technical issues.

- Reproduce customer issues in internal environments and validate potential fixes.

- Work closely with Product Engineering to escalate product defects and provide detailed technical analysis.

- Collaborate with QA teams to verify fixes and ensure product quality before deployment.

- Participate in patch releases by validating fixes, monitoring deployments, and supporting post-release verification.

- Debug issues involving Salesforce security model, sharing, profiles, permission sets, field-level security, and object permissions.

- Investigate integration issues involving REST APIs, Callouts, Named Credentials, Remote Site Settings, OAuth, and external systems.

- Analyze governor limit exceptions, asynchronous processing, performance bottlenecks, and data integrity issues.

- Prepare clear technical documentation, RCA reports, and knowledge base articles for recurring issues.

- Work directly with customers and internal stakeholders during troubleshooting sessions and technical calls.

- Coordinate with Salesforce Support for platform-related issues when required.

Soft Skills

- Excellent analytical and problem-solving skills.

- Strong debugging and logical reasoning abilities.

- Ability to communicate technical concepts clearly to both technical and non-technical stakeholders.

- Customer-first mindset with strong ownership of issues.

- Ability to work effectively in a fast-paced product setting.





- Strong collaboration skills with Engineering, QA, Product Management, and Customer Success teams.

Salesforce Development

- Strong understanding of Apex, Triggers, SOQL, SOSL, Batch Apex, Queueable Apex, Future Methods, and Scheduled Apex.

- Good understanding of Lightning Experience, Aura Components, and Visualforce.

- Experience working with Salesforce Flows.

- Understanding of Salesforce governor limits and performance optimization.

Salesforce Administration

- Security Model (Profiles, Permission Sets, Sharing Rules, Roles, FLS, CRUD)

- Validation Rules

- Process Automation

- Custom Metadata Types and Custom Settings

Debugging & Troubleshooting

- Robust ability to analyse Debug Logs.

- Root Cause Analysis (RCA) skills.

- Ability to trace transactions across multiple automation layers (Triggers, Flows, Validation Rules, Process Builder, Apex).

- Experience troubleshooting asynchronous jobs and platform events.

- Ability to identify whether an issue is due to product code, customer configuration, or Salesforce platform limitations.

Integrations

- REST APIs

- Web Services

- HTTP Callouts

- OAuth Authentication

Release & Quality

- Experience supporting production deployments and patch releases.

- Understanding of SDLC and release management.

- Familiarity with Git-based version control.

- Experience validating bug fixes before release.

Key Skill Sets Include

- Salesforce Admin, Apex, Aura Framework/LWC, HTML, CSS, and JavaScript.

- Experience with AWS services (EC2, S3, RDS, CloudWatch).

- Proficiency in reading logs, querying databases, and understanding REST APIs.

- Ready to learn cross-functional technology.

- Good team player and contributor.

- Very good coordination, planning & management skills.

- Strong debugging skills.

- Good communication - written and verbal.

- Problem-solving skills

📌 Support Engineer (Salesforce) (Pune)
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