Responsibilities:
- Serve as primary technical point of contact for assigned customers. Build trusted relationships; understand customer organizational structure and business priorities.
- Mentor junior support engineers through feedback, code review, and knowledge-transfer sessions.
- Conduct root cause analyses on complex issues. Review team members' RCAs; validate investigation depth and remediation approaches.
- Organize and lead customer calls, assist with QBRs, and escalation management.
- Investigate drivers for customer dissatisfaction; implement improvements. Meet response and resolution time targets.
- Create and maintain technical documentation: troubleshooting guides, RCA articles, implementation best practices, knowledge base content.
- Drive process improvement initiatives. Identify gaps, propose solutions, and drive adoption.
- Collaborate with Product Development, CloudOps, Professional Services, and Customer Success to resolve complex issues.
- Lead product upgrades, testing, release validation, and post-deployment support.
- Assist customers with configuration,



user management, permissions, workflows, and platform best practices.

Job Qualifications:
Technical Skills

Solid understanding of the Salesforce platform, including:
- Salesforce architecture and infrastructure
- Security and sharing model
- User and permission management
- Objects, fields, page layouts, validation rules, workflows, and flows
- Reports and dashboards
- Salesforce Administrator knowledge and hands-on experience with Salesforce configuration and support activities.
- Experience with SQL or equivalent data query languages for troubleshooting and analysis.
- Knowledge of API integrations, data management, and Salesforce troubleshooting methodologies.
- Bachelor's degree in Computer Science, IT, or related field.

Customer Support & Communication
- Experience supporting global customers (North America, Europe) in fast-paced environments.
- Excellent verbal and written communic

📌 Senior Technical Support Engineer (Telangana)
🏢 Model N
📍 Telangana