HTC Global Services
Website:
htcinc.com
Job details:
Job Description
About the Role:
We are seeking a highly motivated Salesforce Technical Consultant to provide L2/L3 application support, technical troubleshooting, bug fixing, minor enhancements, and release support for a complex Salesforce Service Cloud ecosystem.
The consultant will work closely with the Salesforce Technical Lead, Integration Lead, and Data Cloud Lead to ensure operational stability, faster incident resolution, and continuous improvement of the platform.
This role requires a strong foundation in Salesforce development and configuration combined with a production support mindset.
Key Responsibilities
Application Support
- Provide L2/L3 support for Salesforce Service Cloud applications.
- Investigate, troubleshoot, and resolve production issues.
- Perform incident analysis and identify root causes.
- Support business users during issue triage and resolution.
- Participate in Sev-1 and Sev-2 incident investigations.
Salesforce Administration & Configuration
Support And Maintain
- Service Cloud
- Case Management
- Omnichannel
- Queues
- Assignment Rules
- Escalation Rules
- Approval Processes
- Reports and Dashboards
- Validation Rules
- Permission Sets
- Profiles
- Flows
Development & Enhancement Support
Develop And Maintain
- Apex Classes
- Apex Triggers
- Batch Apex
- Queueables
- LWCs
- Aura Components (where applicable)
- Flow Automations
- REST Integrations
- Custom APIs
Responsibilities Include
- Bug fixes
- Performance improvements
- Small enhancement deliveries
- Technical debt remediation
Integration Support
Assist Integration Lead In
- API troubleshooting
- Middleware issue investigations
- Interface monitoring
- Data synchronization issues
- Error log analysis
Support Integrations Involving
- Salesforce APIs
- SAP Interfaces
- Middleware Platforms
- CTI Systems
- Enterprise Applications
Data Cloud Support Collaboration
Work Closely With Data Cloud Lead To
- Investigate data synchronization issues.
- Support customer profile reconciliation activities.
- Analyze source data issues.
- Validate integration flows feeding Data Cloud.
(Data Cloud design ownership remains with the Data Cloud Lead.)
Release & Deployment Support
- Participate in CI/CD and deployment activities.
- Support change implementation activities.
- Validate deployments across environments.
- Execute smoke testing and production verification.
Monitoring & Continuous Improvement
- Monitor recurring incidents and defects.
- Identify opportunities for automation and optimization.
- Maintain technical documentation.
- Contribute to support runbooks and knowledge repositories.
Required Experience
Overall Experience
- 4–5 years of Salesforce experience.
- Minimum 2 years supporting Salesforce production environments.
- Experience in Managed Services or Application Support engagements preferred.
Mandatory Salesforce Skills
Strong hands-on experience in:
Salesforce Platform
- Service Cloud
- Data Model
- Security Model
- Sharing & Visibility
- Reports & Dashboards
- Permission Sets
Automation
- Record Triggered Flows
- Screen Flows
- Scheduled Flows
- Approval Processes
Development
- Apex
- Triggers
- SOQL/SOSL
- LWC
- Asynchronous Apex
- Test Classes
Must be capable of independently performing code debugging and issue analysis.
Integration Knowledge
Working Knowledge Of
- REST APIs
- SOAP APIs
- JSON
- OAuth
- Named Credentials
Experience Troubleshooting Integration Failures Is Highly Preferred.
Contact Center Experience (Preferred)
Experience Supporting
- Salesforce Service Cloud
- CTI integrations
- Omnichannel
- Agent Desktop solutions
- Customer Service Operations
Exposure To One Or More
- Genesys
- Amazon Connect
- NICE
- Cisco
- Avaya
will be considered a strong advantage.
Production Support Competencies
Must Have Experience In
- Incident Management
- Root Cause Analysis
- Defect Resolution
- Log Analysis
- Deployment Support
- User Support
Ability to work in a ticket-driven support environment.
Mandatory Technical Assessment Areas
Candidate Should Be Able To Demonstrate
Salesforce
- Apex Debugging
- LWC Development
- Flow Troubleshooting
- Security Troubleshooting
- SOQL Optimization
Support Operations
- Incident Analysis
- Root Cause Investigation
- Defect Fixing
- Impact Assessment
Integration Support
- API Failure Analysis
- Error Log Interpretation
- Data Synchronization Troubleshooting
Certifications
Mandatory
At Least One
- Salesforce Administrator
- Salesforce Platform Developer I
Preferred
- Salesforce Service Cloud Consultant
- Salesforce Platform App Builder
- Salesforce AI Associate
- Salesforce Associate
Click on Apply to know more.