Salesforce Support Engineer

Description

Summary: Seeking an experienced, customer-focused Salesforce Support Engineer to solve complex production issues and support enterprise Salesforce solutions. Highlights: 1. Solve complex production issues in a fast-paced environment 2. Work directly with clients and support enterprise Salesforce solutions 3. Focus on Salesforce Loyalty Management and platform expertise We are looking for an experienced and customer\-focused **Salesforce Support Engineer** to join our team. This role is ideal for someone who enjoys solving complex production issues, working directly with clients, and supporting enterprise Salesforce solutions in a fast\-paced environment. The ideal candidate has strong hands\-on experience with **Salesforce Loyalty Management**, a deep understanding of the Salesforce platform, and the ability to investigate issues across multiple systems while providing excellent client communication. Experience with observability tools, release management, integrations, and large\-scale Salesforce environments is highly valued. **Key Responsibilities** ------------------------ * Provide production support for Salesforce Loyalty Management solutions, including incident triage, troubleshooting, and issue resolution. * Work directly with clients, managing support requests within established SLAs and communicating progress throughout the incident lifecycle. * Investigate and troubleshoot Salesforce platform issues involving security, data model, Flow, SOQL, and Apex debugging. * Analyze logs and correlate errors across multiple systems to identify root causes. * Troubleshoot integrations using REST and SOAP APIs, including asynchronous processing, retries, and error handling. * Collaborate with development and engineering teams to escalate complex issues when needed. * Use observability and monitoring tools to identify production issues and improve system reliability. * Support Salesforce deployments and release processes using modern DevOps practices. * Balance planned work with production incidents while maintaining high service quality. * Work independently across distributed teams and multiple time zones. **Skills, Knowledge, and Expertise** ------------------------------------ ### **Required** * Hands\-on experience with Salesforce Loyalty Management implementation or production support. * Strong Salesforce platform knowledge, including: + Data Model + Security Model (Profiles, Permission Sets, Sharing Rules) + Flow + SOQL + Ability to read and troubleshoot Apex code. * Experience providing client\-facing production support. * Experience troubleshooting integrations using REST and SOAP APIs. * Strong analytical and debugging skills across multiple systems. * Excellent written communication skills. * Ability to work under pressure and prioritize incidents effectively. * Comfortable working independently with distributed teams. ### **Strongly Preferred** * Experience with Sumo Logic, Splunk, Datadog, or similar observability tools. * Experience with Copado or similar Salesforce release management tools. * Git and Bitbucket experience with branching strategies. * Salesforce CLI (SFDX). * Experience working with Large Data Volumes (LDV), indexing, governor limits, and performance optimization. * Performance and load testing experience (Scale Center, Scale Test, or similar). * Experience with ServiceNow or another ITSM platform. ### **Nice to Have** * Marketing Cloud. * Experience Cloud. * AI\-assisted development tools. * Salesforce certifications such as: + Advanced Administrator. + Platform App Builder. + Progress toward Application Architect. **What We're Looking For** -------------------------- * Strong problem\-solving skills using a hypothesis\-driven debugging approach. * Ability to communicate clearly with clients during ongoing incidents. * Good judgment on when to continue investigating versus when to escalate. * Comfortable switching between project work and production support. * Self\-motivated, proactive, and able to work autonomously across global teams. **Benefits** ------------ * Salesforce certification program with bonus opportunity. * Co\-working spaces and offices for collaboration. * Team activities. * Flexible PTO policy. * Healthcare. * Paid sick leave, parental leave, and volunteer days.