Salesforce Support Engineer

Empowered By Innovation

Birlasoft, a global leader at the forefront of Cloud, AI, and Digital technologies, seamlessly blends domain expertise with enterprise solutions. The company’s consultative and design-thinking approach empowers societies worldwide, enhancing the efficiency and productivity of businesses. As part of the multibillion-dollar diversified CKA Birla Group, Birlasoft with its 12,000+ professionals, is committed to continuing the Group’s 170-year heritage of building sustainable communities.

Job Title / Position: Salesforce Support Engineer

Experience: 2-4 years

Location: Pune (Balewadi)

5 Days work from office

Immediate - 15days joiner preferred

Responsibilities:

• Provide end-to-end production support for Salesforce applications.

• Lead incident, problem, and change management activities.

• Troubleshoot complex application, integration, and data issues.

• Perform root cause analysis and drive permanent fixes for recurring incidents.

• Manage Salesforce security, sharing, data quality, and system performance.

• Support and enhance Service Cloud processes including Case Management, Queues, Assignment Rules, and Escalations.

• Coordinate with business stakeholders, development teams, and external vendors.

• Participate in release planning, deployment support, and hypercare activities.

• Mentor junior support engineers and establish support best practices.

• Prepare support metrics, incident reports, and governance updates.

Required Skills:

• 4 to 5 years of Salesforce Administration and Production Support experience.

• Strong expertise in Sales Cloud and Service Cloud.

• Experience with Salesforce security architecture and access management.

• Hands-on experience with Flow automation and troubleshooting.

• Experience supporting integrations with external applications.

• Knowledge of deployment processes and change management.

• Strong stakeholder management and communication skills.

• Experience working in SLA-driven support environments.

Preferred Certifications:

• Salesforce Certified Administrator

• Salesforce Service Cloud Consultant (Preferred)

Key Skills: Salesforce Administration, Salesforce Support, , Incident Management, Problem Management, Flow, Security Model, Reports & Dashboards, Data Management, RCA, ServiceNow, Jira, Production Support.