alphaleo
Website:
alphaleo.tech
Job details:
Company Description
Alphaleo is an enterprise-focused boutique firm specializing in CRM and digital experience advisory, architecture, and implementation services for customers across Australia, India, and the broader APAC region. The company partners with leading platforms such as Salesforce.com, Databricks and multiple ISV applications within these ecosystems.
Alphaleo helps organizations design and deploy integrated solutions that enhance customer engagement, streamline operations, and improve digital touchpoints. Team members work closely with clients to deliver tailored, scalable technology solutions that align with business goals and industry best practices.
Role Description This is a full-time, Work From Office role for a BAU/Production Support Program for a Large Asian Telco with 13/5 Support.
Number of Support Engineers: ~20 roles
Key Skills Required:
- Strong hands-on administration & development experience in Salesforce Sales Cloud, Service Cloud, Platform and CTI.
- Strong hands-on experience in Mulesoft
- Awareness of CPQ and Billing Tools
- Awareness of SIAM (ServiceNow) tool for ticket triage and resolution process.
Shift Timings
You will be working in one of the day shifts.
2AM-10AM IST
9AM-5PM IST
- The Support Engineers will collaborate with Customer side Architects, L2 Leads and Business SMEs to resolve Production Tickets.
- Day-to-day responsibilities include configuring applications, writing clean and efficient code, integrating third-party services and ISV apps, and troubleshooting technical issues.
- Participate in requirement analysis, contribute to technical documentation, and support testing and deployment activities to ensure high-quality, reliable bug & defect fixing
- Spot repeat incidents, run root-cause analysis and raise problem records with a proposed permanent fix.
- Write and update knowledge articles, runbooks and SOPs so the next engineer resolves the same issue faster.
- Support releases: deploy approved hotfixes through the release pipeline, run post-release checks and cover hypercare on shift.
- Follow the client's security and change rules: least-privilege access, no production change outside an approved change record, and evidence kept for audit.
- The role also involves continuous learning of new platform features, collaborating in agile project teams, and providing input on best practices and technical improvements.
Salesforce Service Cloud & Sales Cloud
- Diagnose and fix issues in case management, Omni-Channel routing, entitlements and Knowledge on Service Cloud, and in accounts, contacts, opportunities, quotes and orders on Sales Cloud.
- Work in the declarative layer: Flows, validation rules, approval processes, page layouts, profiles, permission sets and sharing settings. Apply fixes through the change process, never directly in production.
- Read Apex, Lightning Web Components and SOQL to trace a defect. Use debug logs, the Developer Console and Workbench. Hand Level 3 a reproduction and a root-cause note when a code fix is needed.
- Run data fixes with Data Loader and SOQL, with a backup taken first and the change recorded on the ticket.
Mulesoft integrations
- Monitor the integration flows between Salesforce, the CPQ engines and Zuora in Anypoint Runtime Manager. Investigate failed and stuck messages and replay or reprocess them where the runbook allows.
- Trace a transaction end to end across Salesforce, MuleSoft and the downstream system to find where it failed, then raise the fix with the owning team.
CPQ & Billing Tools
- Run the SOPs for 3rd Party CPQ tools: quote and order failures, catalogue and pricing queries, order fallout investigation and resubmission.
- Run the SOPs for 3rd Party Billing system: subscription, invoice and payment sync issues between Salesforce and Zuora, and billing-run exceptions.
- Escalate anything outside the SOPs to the CPQ and billing product owners with the evidence you have collected. Propose a new SOP when the same escalation repeats.
Qualifications
- 3 to 6 years on the Salesforce platform, including at least 2 years supporting a live enterprise org in a production support or managed services team.
- Salesforce Certified Administrator. Platform App Builder or Service Cloud Consultant preferred.
- Hands-on Service Cloud and Sales Cloud: case management, Omni-Channel, entitlements and milestones, Knowledge, accounts, opportunities, quotes and orders.
- Strong declarative skills: Flow, validation rules, the sharing model, permission sets, reports and dashboards.
- Able to read and debug Apex, Lightning Web Components and SOQL, and comfortable with debug logs, Workbench and Data Loader.
- Working knowledge of MuleSoft: API-led integration, Anypoint Runtime Manager, reading application logs and replaying messages. MuleSoft Certified Developer Level 1 is a plus.
- Incident, problem and change practice in an ITSM tool, ServiceNow preferred, and experience working to written service levels. ITIL 4 Foundation is a plus.
- Clear written and spoken English. Your handovers, ticket notes and root-cause summaries are read by the client's team in Australia.
- Willing and able to work a rotating roster with early starts (as early as 2:30 am IST on the early shift during Australian daylight saving) and weekend shifts.
- Understanding of software development lifecycle, version control tools (e.g., Git), and agile or iterative delivery methods.
- Ability to analyze requirements, translate business needs into technical solutions, and produce clear technical documentation.
- Strong problem-solving, debugging, and performance optimization skills with attention to detail and code quality.
- Effective communication and collaboration skills, with the ability to work in cross-functional teams and client-facing environments.
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
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