We are seeking an experienced L3 Support Engineer to
provide BAU support for Portfolio Services applications built on the Salesforce
platform. The candidate will act as a bridge between business stakeholders and
technical teams, ensuring smooth operations, issue resolution, and continuous
improvement of business processes. The ideal candidate should possess strong
communication skills, a good understanding of business processes, and hands-on
Salesforce expertise to analyze, troubleshoot, and implement effective
solutions.

Key Responsibilities

Production Support & Incident Management

- Provide
L3 production support for Portfolio Services applications and Salesforce
solutions.

- Analyze,
troubleshoot, and resolve complex production issues within SLA timelines.

- Perform
root cause analysis and implement preventive measures.

- Coordinate
with cross-functional teams during incident resolution and deployments.

- Monitor
application performance and proactively identify potential risks.

Business Engagement

- Act
as the primary point of contact for business users regarding application
issues and enhancements.

- Communicate
effectively with stakeholders to understand business requirements and
challenges.

- Translate
business needs into technical solutions within the Salesforce ecosystem.

- Facilitate
discussions between business teams, developers, and support teams.

Salesforce Solutioning

- Understand
existing Salesforce configurations, customizations, and integrations.

- Evaluate
business requirements and recommend appropriate Salesforce-based
solutions.

- Support
configuration changes, data fixes, and minor enhancements.





- Collaborate
with development teams on solution design and implementation.

- Ensure
solutions align with business objectives and platform best practices.

Change & Release Management

- Support
release deployment activities and post-deployment validations.

- Assess
impact of changes on existing business processes.

- Maintain
support documentation, knowledge articles, and operational procedures.

Continuous Improvement

- Identify
opportunities for process optimization and automation.

- Drive
improvements to application stability, performance, and user experience.

- Participate
in problem management and service improvement initiatives.

Required Skills & Qualifications

Technical Skills

- Strong
understanding of Salesforce platform capabilities, including:

- Sales
Cloud

- Service
Cloud

- Lightning
Experience

- Reports
& Dashboards

- Flows
and Process Automation

- Experience
in Salesforce support, administration, or implementation.

- Knowledge
of Salesforce data model, security model, and integrations.

- Experience
in troubleshooting production issues and defect management.

- Familiarity
with Agile and ITIL support processes.

Business & Functional Skills

- Ability




to understand business processes and convert requirements into Salesforce
solutions.

- Strong
analytical and problem-solving skills.

- Experience
working directly with business users and stakeholders.

- Ability
to perform impact analysis and provide solution recommendations.

Communication Skills

- Excellent
verbal and written communication skills.

- Ability
to communicate effectively with technical and non-technical stakeholders.

- Strong
stakeholder management and customer-service orientation.

- Ability
to lead discussions, provide status updates, and drive issue resolution.

Preferred Qualifications

- Salesforce
Administrator Certification.

- Salesforce
Advanced Administrator or Platform App Builder Certification.

- Experience
in Financial Services, Portfolio Management, or related domains.

- Experience
supporting enterprise applications in a global setting.

· Hands-on experience supporting MuleSoft APIs, integrations, and
middleware solutions.

· Knowledge of AWS services,
particularly:

1. Amazon S3

2. IAM Roles & Permissions

3. File Processing and Storage Solutions

Experience

- 5+
years of application support experience.

- 3+
years of Salesforce support/implementation experience.

- Proven
experience working in L3 support and business-facing roles.

Success Criteria

- Timely
resolution of production incidents.

- High
business user satisfaction.

- Effective
communication with stakeholders.

- Reduced
recurring issues through root cause elimination.

- Successful
implementation of Salesforce-based business solutions.

📌 Support Engineer (Hyderabad)
🏢 Important Group
📍 Hyderabad