We are looking for a skilled Salesforce Support Engineer with hands-on experience in Sales Cloud, Service Cloud, Apex, integrations and production support.

In this role, you will play a key part in ensuring platform stability, resolving critical production issues, improving system performance and delivering seamless support to business users. You will work closely with L1.5, L3, development and business teams to ensure timely incident resolution and uninterrupted business operations.

? What We're Looking For

Core Technical Skills:

- Strong hands-on experience in Salesforce Sales Cloud and Service Cloud.
- Experience in Salesforce Setup, Configuration, Customization, Administration and Production Support.
- Good knowledge of Apex, including Triggers, Classes, Flows and Debug Logs.
- Strong understanding of SOQL for data analysis, troubleshooting and data fixes.
- Experience with REST API, SOAP API and application integrations.

Production Support & Incident Management:

- Hands-on experience in L2/L2.5 production support.
- Solid troubleshooting, incident management and SLA handling skills.
- Ability to perform Root Cause Analysis (RCA) and provide effective workarounds.




- Experience handling major incidents and coordinating with L3 teams.
- Ability to support L1.5 teams with advanced incident triaging.

Additional Skills:

- Understanding of Salesforce Security, Sharing Rules, Profiles, Roles and Permission Sets.
- Experience with user access management and basic deployments.
- Familiarity with Jira, GitHub and Agile methodologies.
- Exposure to Omni-Channel, Email-to-Case and Salesforce monitoring.
- Salesforce Administrator / Platform App Builder certification is an added advantage.

? Key Responsibilities
- Analyze and troubleshoot complex Salesforce production incidents.
- Identify root causes and provide timely resolutions or workarounds.
- Collaborate with L3 development teams for complex technical issues.
- Participate in major incident calls and drive issue resolution.
- Handle user access requests, data fixes and basic deployments.
- Investigate integration-related issues across connected applications.
- Ensure SLA compliance and maintain effective incident communication.
- Support L1.5 teams with technical guidance and advanced triaging.

📌 Salesforce Support Engineer (Gurugram)
🏢 Ascendion
📍 Gurugram