About The Company

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.

About The Role

We are seeking a dedicated and experienced Salesforce Support Engineer to join our dynamic team in Pune (Balewadi). The ideal candidate will be responsible for providing comprehensive production support for Salesforce applications, ensuring optimal system performance, security, and user satisfaction. This role requires a proactive approach to incident management, problem resolution, and system enhancements, contributing to the seamless operation of our Salesforce environment.

The position offers an excellent opportunity to work in a cooperative environment, supporting innovative solutions and driving continuous improvements within our Salesforce ecosystem.

Qualifications

- 4 to 5 years of hands-on experience in Salesforce Administration and Production Support.
- Strong expertise in Sales Cloud and Service Cloud functionalities.
- In-depth knowledge of Salesforce security architecture, access management, and data governance.
- Proficiency with Flow automation, troubleshooting, and process optimization.
- Experience supporting integrations with external applications and systems.
- Familiarity with deployment processes, change management,



and release planning.
- Excellent stakeholder management, communication, and interpersonal skills.
- Ability to work effectively in SLA-driven support environments and manage multiple priorities.

Preferred Certifications

- Salesforce Certified Administrator
- Salesforce Service Cloud Consultant (Preferred)

Key Skills: Salesforce Administration, Salesforce Support, Incident Management, Problem Management, Flow Automation, Security Model, Reports & Dashboards, Data Management, Root Cause Analysis, ServiceNow, Jira, Production Support.

Responsibilities

- Provide end-to-end production support for Salesforce applications, ensuring high availability and performance.
- Lead incident, problem, and change management activities, coordinating with relevant teams to resolve issues promptly.
- Troubleshoot complex application, integration, and data-related issues, identifying root causes and implementing effective solutions.
- Perform root cause analysis (RCA) for recurring incidents and drive permanent fixes to prevent future occurrences.
- Manage Salesforce security configurations, sharing rules, data quality, and system performance metrics.
- Support and optimize Service Cloud processes, including Case Management, Queues, Assignment Rules, and Escalation procedures.




- Collaborate with business stakeholders, development teams, and external vendors to facilitate system enhancements and updates.
- Participate in release planning, deployment activities, and hypercare support to ensure smooth transitions and minimal disruption.
- Mentor junior support engineers, sharing best practices and establishing standardized support procedures.
- Prepare and maintain support documentation, incident reports, and governance updates to ensure transparency and continuous improvement.

Benefits Birlasoft offers a comprehensive benefits package designed to support the well-being and professional growth of our employees. These include competitive salary packages, health insurance, and wellness programs. Employees also have access to continuous learning opportunities, certifications, and career development initiatives. The company fosters a collaborative and inclusive work environment, encouraging innovation and teamwork. Additionally, employees benefit from flexible work arrangements, performance incentives, and recognition programs that reward excellence and dedication.

Equal Opportunity

Birlasoft is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants, regardless of race, gender, age, religion, nationality, disability, or any other characteristic protected by law. We believe that diverse perspectives and backgrounds foster innovation and drive our success. All employment decisions are made based on merit, qualifications, and business needs, ensuring a fair and equitable process for everyone.

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