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.
