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 skilled and dedicated Salesforce Support Engineer to join our dynamic team in Pune (Balewadi). The ideal candidate will be responsible for providing comprehensive support for Salesforce applications, ensuring smooth operation and optimal performance of our CRM systems. This role involves troubleshooting complex issues, managing system configurations, and collaborating with various stakeholders to deliver high-quality support services.

The position offers an excellent opportunity for professionals looking to deepen their expertise in Salesforce support within a leading organization committed to innovation and excellence.

Qualifications The ideal candidate should possess 4 to 5 years of experience in Salesforce Administration and Production Support, with a solid understanding of Salesforce Sales Cloud and Service Cloud. Relevant certifications such as Salesforce Certified Administrator are highly preferred, with additional certifications like Salesforce Service Cloud Consultant being advantageous. Candidates must demonstrate proficiency in Salesforce security architecture, access management,



and automation tools like Flow.

Excellent communication skills, stakeholder management capabilities, and experience working in SLA-driven environments are essential. A solid understanding of deployment processes, change management, and integration support is also required.

Responsibilities

- Provide end-to-end production support for Salesforce applications, ensuring high availability and performance.
- Lead incident, problem, and change management activities to resolve issues efficiently and implement system improvements.
- Troubleshoot complex application, integration, and data-related issues, performing root cause analysis to identify underlying problems.
- Drive permanent fixes for recurring incidents, minimizing downtime and enhancing system stability.
- Manage Salesforce security settings, sharing rules, data quality, and overall system performance to ensure compliance and optimal operation.
- Support and optimize Service Cloud processes, including Case Management, Queues, Assignment Rules, and Escalations to improve customer service delivery.
- Coordinate with business stakeholders, development teams, and external vendors to facilitate seamless communication and issue resolution.
- Participate in release planning,



deployment activities, and hypercare support to ensure smooth implementation of new features and updates.
- Mentor junior support engineers, sharing best practices and establishing support standards to promote continuous improvement.
- Prepare and maintain support metrics, incident reports, and governance documentation to track performance and facilitate decision-making.

Benefits Birlasoft offers a comprehensive benefits package designed to support the well-being and professional growth of its employees. Employees enjoy competitive salary packages, health insurance, and wellness programs. The company promotes a collaborative work environment with opportunities for learning and development through training sessions, certifications, and mentorship programs. Additionally, employees benefit from flexible work arrangements, paid time off, and recognition initiatives that foster a positive and motivating workplace culture. Birlasoft is committed to fostering diversity and inclusion, ensuring all employees have equal opportunities to succeed and grow within the organization.

Equal Opportunity

Birlasoft is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, gender, sexual orientation, age, disability, or any other protected characteristic. We believe that a diverse workforce enriches our company culture and drives innovation, and we are dedicated to providing equal employment opportunities to all qualified candidates.

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