Salesforce Support Egineer

Job Title: Salesforce Support Engineer (Salesforce Platform & Administration)

Location: Philippines

Experience: 5-8 Years

Employment Type: Full-time

Job Summary

We are seeking a skilled and proactive Salesforce Support Engineer with 5-8 years of experience in Salesforce Platform support and administration. The ideal candidate will be responsible for providing L2/L3 production support, troubleshooting Salesforce issues, administering the Salesforce platform, managing incidents and service requests, and ensuring optimal system performance and user satisfaction.

The candidate should have strong expertise in Salesforce Administration, platform configuration, security management, user support, and incident resolution within a global support environment.

Key Responsibilities

Application Support & Incident Management

· Provide L2/L3 support for Salesforce Platform applications.

· Monitor, analyze, troubleshoot, and resolve production issues within defined SLAs.

· Perform root cause analysis (RCA) and implement preventive measures.

· Manage incidents, service requests, problem tickets, and change requests.

· Coordinate with development teams for defect fixes and enhancements.

· Support deployment activities and post-release validation.

Salesforce Administration

· Manage user creation, profiles, roles, permission sets, sharing rules, and security configurations.

· Configure and maintain custom objects, fields, page layouts, record types, workflows, validation rules, flows, and approval processes.

· Perform data imports, exports, cleansing, and data quality monitoring.

· Maintain reports, dashboards, and analytics for business users.

· Support Salesforce releases and platform upgrades.

Monitoring & Performance Management

· Monitor application health and platform performance.

· Identify recurring issues and recommend process improvements.

· Maintain knowledge articles, support documentation, and SOPs.

· Participate in on-call support and critical incident management as required.

Stakeholder Management

· Collaborate with business users, product owners, developers, and third-party vendors.

· Communicate issue status, risks, and resolutions effectively.

· Provide end-user support, guidance, and training when necessary.

Required Skills & Qualifications

Technical Skills

· 5-8 years of experience in Salesforce Administration and Application Support.

· Strong knowledge of Salesforce Sales Cloud and Service Cloud.

· Experience with:

o User Management

o Profiles & Permission Sets

o Sharing & Security Model

o Reports & Dashboards

o Workflow Rules

o Process Builder

o Salesforce Flow

o Approval Processes

o Data Management

· Understanding of Salesforce Data Loader and data migration processes.

· Knowledge of Salesforce release management and deployment processes.

· Experience with ticketing tools such as ServiceNow, Jira, or similar platforms.

· Working knowledge of SOQL and Salesforce data model.

Support Skills

· Experience supporting business-critical Salesforce applications.

· Strong troubleshooting and analytical skills.

· Ability to prioritize multiple incidents and requests.

· Experience working in a global support environment.

· Knowledge of ITIL processes and support best practices.