Sr Developer - Salesforce Support Engineer

Area(s) of responsibility

• 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.