Senior Salesforce Support Engineer

Job Description Business Support Engineer (Deal Management Systems)

Position: Business Support Engineer

Experience: 810 Years

Location: Gurugram / Mumbai / Dublin (Preferred)

Shift: APAC & EMEA Time Zone Coverage

Employment Type: Full Time

Role Overview

We are looking for a Business Support Engineer to provide operational and application support for our Deal Management systems, mainly built on Salesforce.

The role will act as the first point of contact for business users, helping resolve system issues, answering functional questions, and managing support tickets. The engineer will also support data operations, Salesforce administration, and troubleshooting to ensure smooth day-to-day operations.

This role will help reduce the workload on development teams and improve the overall user experience.

Key Responsibilities

User & Application Support

• Act as the primary support contact for users facing issues with Deal Management systems.
• Troubleshoot and resolve system and functional issues.
• Manage and prioritize support tickets and escalate complex problems to technical teams when required.

Salesforce Administration & Data Support

• Perform Salesforce administration tasks such as managing roles, permissions, configurations, reports, and dashboards.
• Handle bulk data operations using tools like Salesforce Data Loader.
• Investigate and resolve data issues, synchronization problems, and integration errors.
• Monitor system jobs and data processes and take action when failures occur.

Business Collaboration & Enablement

• Work with Sales, Operations, and Finance teams to solve system-related challenges.
• Provide training and guidance to users on system features and best practices.
• Support testing and validation during system releases and enhancements.

Required Skills

• 810 years of experience in Salesforce Administration.
• Strong knowledge of Salesforce configuration, workflows, validation rules, profiles, reports, and dashboards.
• Experience using Salesforce Data Loader or similar tools for bulk data management.
• Strong problem-solving and analytical skills.
• Experience working in production support environments with high ticket volumes.
• Good communication and stakeholder management skills.

Preferred Skills

• Experience supporting Sales Operations or Deal Management systems.
• Knowledge of Salesforce integrations and API troubleshooting.
• Experience setting up support processes (L1/L2 models, SOPs, ticket triage).
• Experience creating documentation, knowledge bases, and user guides.