Salesforce L1 Support Engineer (End-User Support)

Job Title

Salesforce L1 Support Engineer (End-User Support)

Location

[Hybrid]

[Nearshore / Offshore]

Experience

25 years in Salesforce application or CRM end-user support

Role Overview

We are looking for a Salesforce L1 Support Engineer to provide frontline, end-user support for Salesforce applications across global business teams. This role is responsible for first-contact resolution, handling day-to-day user issues, and ensuring a smooth Salesforce experience for users across time zones.

You will be the first point of contact for Salesforce users and play a critical role in driving adoption, productivity, and user satisfaction.

Key Responsibilities

End-User Support (Primary)

• Act as Level 1 support for Salesforce end users.
• Handle incoming incidents and service requests via ticketing system.
• Provide timely, clear, and empathetic communication to users.
• Resolve common user issues at first contact wherever possible.

Salesforce Functional Support

• Support users on Salesforce Sales Cloud, Service Cloud, and Experience Cloud functionality.
• Assist with:
• Login and access issues
• Profile, role, permission set assignments
• Page layout and UI navigation questions
• Data updates, corrections, and basic troubleshooting
• Report and dashboard access issues
• Guide users on best practices and standard operating procedures.

Incident & Ticket Management

• Accurately log, categorize, and prioritize tickets.
• Follow defined SLAs and escalation procedures.
• Perform initial troubleshooting and root-cause identification.
• Escalate complex issues to L2/L3 with proper documentation.

Knowledge & Self-Service Enablement

• Create and update knowledge articles, FAQs, and runbooks.
• Reuse knowledge to improve first-contact resolution.
• Identify repeat issues and suggest improvements or automation.

Global Support Operations

• Participate in shift-based, follow-the-sun support model.
• Ensure smooth handovers across regions and time zones.
• Adhere to support processes and quality standards.

Required Skills & Experience

Must-Have

• Hands-on experience providing Salesforce L1 / end-user support.
• Strong understanding of Salesforce profiles, roles, permission sets, and basic security model.
• Experience with ticketing tools (ServiceNow, Jira Service Management, Salesforce Service Cloud).
• Strong communication skills able to explain solutions in simple, user-friendly language.
• Customer-first mindset with patience and empathy.

Nice-to-Have

• Salesforce Administrator certification (preferred but not mandatory).
• Experience supporting global users in an enterprise environment.
• Basic understanding of integrations and data flows (for triage purposes).
• Familiarity with ITIL incident and request management.

Behavioral & Soft Skills (Critical)

• Calm and professional under pressure.
• Strong ownership and follow-through.
• Comfortable working across cultures and time zones.
• Willingness to work in shifts and support peak business hours.
• Team player who actively shares knowledge.

Success Metrics

• First-contact resolution rate.
• SLA compliance.
• End-user satisfaction (CSAT).
• Quality of ticket documentation and escalations.
• Contribution to knowledge base and process improvements.

Ideal Candidate Profile

• Enjoys helping users and solving problems.
• Treats Salesforce support as a service, not just ticket handling.
• Curious, detail-oriented, and continuously improving.
• Wants to grow into L2 support, Admin, or Platform roles over time.