Job Summary

We are seeking a skilled Salesforce Integration Support Engineer to provide L2 and L3 support for enterprise Salesforce integration platforms and connected applications. The ideal candidate will have hands-on experience supporting Salesforce integrations involving APIs, middleware platforms, data synchronization, and enterprise systems. This role focuses on incident management, troubleshooting, root cause analysis, monitoring, and ensuring seamless operation of critical business integrations.

Key Responsibilities

Integration Support & Operations

Provide Level 2 and Level 3 support for Salesforce integrations and middleware platforms.
Monitor integration jobs, interfaces, APIs, and data synchronization processes.
Investigate and resolve production incidents, defects, and service requests within SLA commitments.
Perform detailed root cause analysis (RCA) and implement corrective actions to prevent recurring issues.
Participate in major incident management and problem resolution activities.

Salesforce Integration Support

Support integrations between Salesforce and:
ERP Systems (SAP, Oracle, NetSuite)
Marketing Platforms
Billing Systems
Customer Support Applications
Third-party SaaS Applications
Troubleshoot inbound and outbound API failures.
Support real-time and batch integration processes.
Analyze integration logs and data flow issues.

API & Middleware Support

Monitor and troubleshoot:
REST APIs
SOAP Web Services
Platform Events
API Gateways
Authentication Mechanisms (OAuth, JWT, SSO)
Support middleware platforms such as:
MuleSoft
Boomi
Jitterbit
Informatica
Azure Integration Services
Resolve message processing failures and connectivity issues.

Data Management & Reconciliation

Investigate data synchronization and transformation issues.
Perform data validation and reconciliation activities across integrated systems.
Support bulk data loads and migration activities.
Ensure data integrity and consistency across platforms.

Change & Release Support

Support deployment and release validation for integration changes.
Assist in UAT, production deployments, and post-release verification.
Follow ITIL-compliant change management processes.
Maintain operational runbooks and support documentation.

Monitoring & Reporting

Monitor integration health through dashboards and alerting tools.
Generate operational reports and incident trend analysis.
Recommend process automation and optimization opportunities.
Track SLA, incident metrics, and system performance KPIs.

Required Skills

Salesforce Platform

Strong understanding of Salesforce data model and platform architecture.
Experience supporting:
Sales Cloud
Service Cloud
Experience Cloud
Knowledge of Apex, SOQL, and Salesforce APIs.
Familiarity with Platform Events and Integration Patterns.

Integration Technologies

REST APIs
SOAP APIs
JSON and XML
OAuth 2.0
JWT Authentication
Webhooks
ETL Processes

Middleware Platforms

Experience supporting one or more of:

MuleSoft
Dell Boomi
Jitterbit
Informatica Cloud
Azure Logic Apps
Azure Service Bus

Database Skills

SQL Querying
Data Validation
Troubleshooting Data Mapping Issues
Data Reconciliation

Support Operations

Incident Management
Problem Management
Change Management
Production Support
ITIL Framework
ServiceNow or similar ITSM tools

Experience & Qualifications

5-8 years of IT experience.
Minimum 3+ years of Salesforce integration support experience.
Experience supporting complex enterprise integrations in production environments.
Hands-on experience with middleware platforms and API troubleshooting.
Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.

Preferred Certifications

Salesforce Administrator Certification
Salesforce Platform App Builder
Salesforce Platform Developer I
MuleSoft Certified Developer (Preferred)
Boomi Professional Certification (Preferred)
ITIL Foundation Certification

Preferred Skills

MuleSoft Anypoint Platform
Salesforce Data Cloud Integration
Azure Integration Services
Event-Driven Architecture
CI/CD Tools (Azure DevOps, GitHub, Jenkins)
Monitoring tools such as Splunk, Dynatrace, AppDynamics, or New Relic

Soft Skills

Strong analytical and troubleshooting capabilities.
Excellent communication and stakeholder management skills.
Ability to manage critical incidents under pressure.
Strong documentation and knowledge-sharing mindset.
Ability to work independently in a global support environment.

Shift Requirements

Willingness to work in rotational shifts.
Participation in on-call support for critical production incidents.
Support coverage during weekends and business-critical periods when required.

Nice to Have

Salesforce CPQ integration experience.
Experience with Revenue Cloud and Billing integrations.
Exposure to AWS or Azure cloud platforms.
Event Streaming technologies (Kafka, Azure Event Hub).
Enterprise Architecture and Integration Design knowledge.

Salesforce Integration Support Engineer (L2 & L3 Support)