Product Support Specialist

Salesforce Level 2/Level 3 Product Support Analyst

Responsibilities

• Act as the subject matter expert for Salesforce, providing deep technical expertise and guidance for problem resolution.
• Collaborate with development, infrastructure, and database teams to address system issues, integrations, and configurations.
• Implement system enhancements, upgrades, patches, and fixes based on vendor guidelines, ensuring minimal disruption to business operations.
• Maintain and improve security configurations within Salesforce, ensuring compliance with security protocols and best practices.
• Conduct root cause analysis on critical incidents, developing preventive measures and optimizing system stability.
• Assist in data migration tasks and troubleshoot issues related to data integrity, reports, and queries.
• Providing guidance to Level 1 and Level 2 support teams for improved issue resolution efficiency.

Qualifications

• Experience: 4+ years of experience in Level 2 or Level 3 technical support, with a strong focus on Salesforce.

Technical Skills:

• Proficient in Salesforce administration, including customizations, automation, and integrations.
• Experience with Spring Bootbased microservices integrated with Salesforce, deployed across AWS and GCP environments. Skilled in managing CI/CD pipelines and containerized deployments. Knowledge of cloud infrastructure to ensure scalability, security, and operational efficiency.
• Experience with CI/CD processes and hands-on knowledge of Java, HTML, CSS, SQL, and APEX.
• Strong expertise in API integrations and troubleshooting synchronization issues between Salesforce and other enterprise applications.
• In-depth understanding of system security, user roles, permissions, and compliance within Salesforce environments.
• Familiarity with scripting and automation tools to enhance system performance and efficiency.
• Good to have experience in developing AI based solutions.

Soft Skills:

• Excellent problem-solving skills with the ability to analyze and resolve complex issues.
• Strong communication skills to interact effectively with technical teams and business users.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong documentation skills to ensure knowledge sharing and process standardization.
• This role offers an opportunity to work in a dynamic environment, providing critical technical support for business applications and driving continuous improvements in system performance and efficiency.