REF81840V_2025188866 - Consultant - WTS - Salesforce

We are looking for a Salesforce Level 2 (L2) Support Engineer to provide advanced support for our Salesforce platform. You will act as a key escalation point between the L1 support team and Salesforce admin/development teams. Your responsibilities will include troubleshooting user issues, managing configuration changes, ensuring platform stability, and working closely with cross-functional teams to ensure timely and effective resolution of incidents and service requests.
Key Responsibilities

• Respond to and resolve Salesforce issues escalated by L1 support teams within defined SLAs.
• Perform root cause analysis and resolve functional or technical issues related to Salesforce Sales Cloud, Service Cloud, or other modules.
• Manage user roles, profiles, permissions, page layouts, and data access requests.
• Assist in data management tasks including data imports, exports, and deduplication.
• Work with development/admin teams to escalate and fix bugs, enhancements, and integrations as needed.
• Maintain documentation related to support procedures, known issues, and resolution steps.
• Collaborate with Salesforce Admins and Developers to implement minor configuration changes.
• Monitor platform health and proactively identify potential issues or performance bottlenecks.
• Ensure adherence to ITSM processes (e.g., incident, change, and problem management).
• Provide support during Salesforce updates, releases, and integration changes.
• Required Skills and Qualifications:
• 3+ years of hands-on experience supporting Salesforce users or administering Salesforce environments.
• Strong understanding of Salesforce standard objects, custom objects, workflows, validation rules, and security models.
• Experience with troubleshooting integrations and APIs (e.g., REST, middleware tools).
• Familiarity with Salesforce reports, dashboards, and data tools (Data Loader, Workbench).
• Excellent communication and documentation skills.
• Ability to work collaboratively across teams and handle high-pressure environments.
• Salesforce Administrator Certification (ADM-201) preferred.

Optional /But Beneficial

• Experience with ITSM tools (e.g., ServiceNow, Jira).
• Knowledge of Apex, Lightning Components, or Flow.
• Familiarity with Agile/Scrum methodologies.
• Prior experience supporting users in a large-scale Salesforce environment.