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, Skilled 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 rapid-paced environments.
Excellent verbal and written communic

📌 Senior Technical Support Engineer Telangana
🏢 Model N
📍 Telangana