Description
Experience Required: Minimum 8 years in Salesforce ecosystem
Shared Support Experience: Minimum 2 years (preferably the most recent 2 years)
Skill Focus: 60% Technical / 40% Functional
Location: Offshore / Global Delivery Model
Role Type: Individual Contributor working closely with Offshore Solution Lead & Offshore SDM
We are seeking a highly capable Salesforce Solution Engineer to support our Shared Support Services model across multiple customers. The ideal candidate will have strong analytical and problem-solving skills, deep Salesforce platform understanding, hands-on engineering capability, and demonstrated experience in multi-customer Application Managed Support (AMS) environments.
You will play a crucial role in triage, solution design, technical build, and day-to-day support execution, working in partnership with the Offshore Solution Lead and Offshore Service Delivery Manager (SDM) to ensure smooth delivery and exceptional customer experience.
This is a hands-on engineering role designed for someone who enjoys solving real customer problems,
thrives in a dynamic multi-customer environment, and understands the nuances of working in a Shared Support model.
you are the best Fit if below defines YOU
- Enjoys support engineering, troubleshooting, and iterative problem-solving.
- Able to juggle multiple customers and priorities efficiently.
- Strong analytical thinker with a solution-first mindset.
- Comfortable working collaboratively in a structured Shared Services model.
- High accountability and ownership for ticket turnaround and quality.
Key Responsibilities 1. Shared Support Delivery
- Handle daily intake, triage, diagnosis, and resolution of customer issues in a multi-customer Shared Support workplace.
- Manage tickets across incidents, service requests, enhancements, and small change requests.
- Ensure SLAs, quality standards, and communication norms are met consistently.
2. Analytical Ability & Problem Solving
- Perform detailed root