L2 Support Engineer (Salesforce)
SMS-Magic
- Location
- Pune Division, Maharashtra, India
- Job type
- Full-time
Required skills
- AWS
- Apex
- CloudWatch
- cross-functional
- CSS
- EC2
- HTML
- HTTP
- JavaScript
- Lightning
- OAuth
- product management
- Root Cause Analysis
- Salesforce
- version control
- Visualforce
- web services
- SDLC
- REST APIs
About the role
Website:
conversive.ai
Job details:
Job Responsibilities
- Investigate and troubleshoot complex customer-reported issues in Salesforce production environments.
- Perform root cause analysis (RCA) by analysing debug logs, Apex execution, Flow behaviour, platform events, SOQL queries, and Lightning components.
- Read and understand Apex code, Triggers, Batch Apex, Queueables, Scheduled Jobs, and Flows to identify functional or technical issues.
- Reproduce customer issues in internal environments and validate potential fixes.
- Work closely with Product Engineering to escalate product defects and provide detailed technical analysis.
- Collaborate with QA teams to verify fixes and ensure product quality before deployment.
- Participate in patch releases by validating fixes, monitoring deployments, and supporting post-release verification.
- Debug issues involving Salesforce security model, sharing, profiles, permission sets, field-level security, and object permissions.
- Investigate integration issues involving REST APIs, Callouts, Named Credentials, Remote Site Settings, OAuth, and external systems.
- Analyze governor limit exceptions, asynchronous processing, performance bottlenecks, and data integrity issues.
- Prepare clear technical documentation, RCA reports, and knowledge base articles for recurring issues.
- Work directly with customers and internal stakeholders during troubleshooting sessions and technical calls.
- Coordinate with Salesforce Support for platform-related issues when required.
Soft Skills
- Excellent analytical and problem-solving skills.
- Strong debugging and logical reasoning abilities.
- Ability to communicate technical concepts clearly to both technical and non-technical stakeholders.
- Customer-first mindset with strong ownership of issues.
- Ability to work effectively in a fast-paced product environment.
- Strong collaboration skills with Engineering, QA, Product Management, and Customer Success teams.
Salesforce Development
- Strong understanding of Apex, Triggers, SOQL, SOSL, Batch Apex, Queueable Apex, Future Methods, and Scheduled Apex.
- Good understanding of Lightning Experience, Aura Components, and Visualforce.
- Experience working with Salesforce Flows.
- Understanding of Salesforce governor limits and performance optimization.
Salesforce Administration
- Security Model (Profiles, Permission Sets, Sharing Rules, Roles, FLS, CRUD)
- Validation Rules
- Process Automation
- Custom Metadata Types and Custom Settings
Debugging & Troubleshooting
- Strong ability to analyse Debug Logs.
- Root Cause Analysis (RCA) skills.
- Ability to trace transactions across multiple automation layers (Triggers, Flows, Validation Rules, Process Builder, Apex).
- Experience troubleshooting asynchronous jobs and platform events.
- Ability to identify whether an issue is due to product code, customer configuration, or Salesforce platform limitations.
Integrations
- REST APIs
- Web Services
- HTTP Callouts
- OAuth Authentication
Release & Quality
- Experience supporting production deployments and patch releases.
- Understanding of SDLC and release management.
- Familiarity with Git-based version control.
- Experience validating bug fixes before release.
Key Skill Sets Include
- Salesforce Admin, Apex, Aura Framework/LWC, HTML, CSS, and JavaScript.
- Experience with AWS services (EC2, S3, RDS, CloudWatch).
- Proficiency in reading logs, querying databases, and understanding REST APIs.
- Ready to learn cross-functional technology.
- Good team player and contributor.
- Very good coordination, planning & management skills.
- Strong debugging skills.
- Good communication - written and verbal.
- Problem-solving skills
Click on Apply to know more.
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