Key Responsibilities :- Provide L2/L3 application support for Salesforce CRM, ensuring timely resolution of incidents, service requests, and technical issues.- Troubleshoot Salesforce application errors, configuration issues, data discrepancies, access-related problems, and performance concerns.- Manage Salesforce user administration, including user creation, profiles, roles, permission sets, and sharing settings.- Support Salesforce objects, fields, page layouts, record types, validation rules, and approval processes.- Maintain and troubleshoot Salesforce Flows, automation, and configured business processes.- Resolve issues related to reports, dashboards, data visibility, and business process execution.- Investigate integration failures involving Salesforce, external applications, APIs, and enterprise systems.- Support REST/SOAP API troubleshooting and resolve data synchronization and connectivity issues.- Perform data management activities, including imports, exports, updates, deduplication, and data quality checks.- Use SOQL and Salesforce Developer Console to investigate application issues and validate data.- Conduct root-cause analysis for recurring incidents and implement corrective and preventive measures.- Manage support tickets, prioritize issues based on business impact, and ensure compliance with SLA requirements.- Coordinate with Salesforce developers, business stakeholders, infrastructure teams, and third-party vendors to resolve complex issues.- Support sandbox management, deployment validation, regression testing, and release activities.- Maintain technical documentation, troubleshooting guides, support procedures, and knowledge-base articles.- Identify opportunities to improve application stability, operational efficiency,



and the Salesforce user experience.Required Skills and Qualifications:- 7 - 9 years of experience in Salesforce application support, administration, or CRM technical support.- Strong understanding of Salesforce CRM architecture and standard functionalities.- Hands-on experience with Salesforce configuration, including objects, fields, page layouts, record types, validation rules, and approval processes.- Experience managing user access, profiles, roles, permission sets, sharing rules, and security settings.- Positive knowledge of Salesforce Flow and troubleshooting automation-related issues.- Experience supporting Salesforce Sales Cloud and/or Service Cloud.- Working knowledge of SOQL, Salesforce Developer Console, and data troubleshooting techniques.- Understanding of REST APIs, SOAP APIs, and Salesforce integrations.- Experience with incident management, problem management, ticketing systems, and SLA-driven support.- Familiarity with sandbox environments, change management, deployments, and release validation.- Strong analytical, debugging, root-cause analysis, and stakeholder management skills.Good-to-Have Skills :- Salesforce Administrator, Platform App Builder, or Platform Developer certifications.- Exposure to Apex, Lightning Web Components (LWC), and Visualforce for troubleshooting.- Familiarity with Salesforce DX, change sets, and deployment tools.- Experience with integration platforms, middleware, or enterprise application connectivity.- Knowledge of Salesforce security best practices and compliance requirements.- Experience with monitoring tools, automated testing, and support process optimization.Education :- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (ref:hirist.tech)

📌 Senior Salesforce Support Engineer - CRM/Lightning Component Framework (Hyderabad)
🏢 Genpact India Private
📍 Hyderabad