Salesforce Solution Enigneer (Shared Services) (India)

Experience Required: Minimum 8 years in Salesforce ecosystem Shared Support Experience: Minimum 2 years (preferably the most recent 2 years) Skill Focus: 60% Technical / 40% Functional Location: Offshore / Global Delivery Model Role Type: Individual Contributor working closely with Offshore Solution Lead & Offshore SDM We are seeking a highly capable Salesforce Solution Engineer to support our Shared Support Services model across multiple customers. The ideal candidate will have strong analytical and problem-solving skills, deep Salesforce platform understanding, hands-on engineering capability, and demonstrated experience in multi-customer Application Managed Support (AMS) environments. You will play a crucial role in triage, solution design, technical build , and day-to-day support execution , working in partnership with the Offshore Solution Lead and Offshore Service Delivery Manager (SDM) to ensure smooth delivery and exceptional customer experience. This is a hands-on engineering role designed for someone who enjoys solving real customer problems, thrives in a dynamic multi-customer setting, and understands the nuances of working in a Shared Support model. you are the best Fit if below defines YOU! - Enjoys support engineering , troubleshooting, and iterative problem-solving. - Able to juggle multiple customers and priorities efficiently. - Strong analytical thinker with a solution-first mindset. - Comfortable working collaboratively in a structured Shared Services model. - High accountability and ownership for ticket turnaround and quality. Key Responsibilities 1. Shared Support Delivery - Handle daily intake, triage, diagnosis, and resolution of customer issues in a multi-customer Shared Support environment . - Manage tickets across incidents, service requests, enhancements, and small change requests. - Ensure SLAs, quality standards, and communication norms are met consistently. 2. Analytical Ability & Problem Solving - Perform detailed root-cause analysis across functional and technical layers. - Break down complex issues into clear, actionable solution paths. - Recommend the most appropriate remediation approachconfig-first, tech where required. 3. Functional & Platform Understanding (40%) - Strong hands-on expertise in Sales Cloud, Service Cloud, and Experience Cloud . - Ability to assess customer needs and convert them into functional design options. - Understand object model, security model, automations, OOTB capabilities, and CRM best practices. - Ability to collaborate with Solution Lead to define solution proposals. 4. Technical Skills (60%) - Strong command over Salesforce technical stack: - Apex (classes, triggers, batch, schedulers) - Lightning Web Components (LWC) - Flows & advanced automation - Integrations (REST/SOAP platform events, APIs) - Declarative + programmatic solution design - Ability to build or enhance components when declarative options are insufficient. - Perform code analysis, code fixes, debugging, and performance optimization. 5. Solution Design & Proposal - Work with the Solution Lead to convert requirements into low-level solution designs. - Provide effort estimations and impact analysis for enhancement requests. - Document solutions and configurations clearly for customer and internal teams. 6. Stakeholder Communication - Communicate clearly with customers on ticket updates, clarifications, dependencies, and timelines. - Work closely with analysts, testers, and cross-functional support teams. - Ensure proactive communication on risks, delays, or ambiguity. 7. Team Coordination - Closely collaborate with: - Offshore Solution Lead for solution pathways and design decisions. - Offshore SDM for work allocation, prioritization, and reporting. - Onshore SDM / Customer for solution pathways and design decisions. - Onshore Architect for Solution Review - Contribute to shared support engineering playbooks, documentation, and best practices. Must Have Qualifications - Minimum 8 years of total Salesforce experience. - At least 2 years of experience working in a Shared Support / AMS / Multi-Customer Support environment. - Strong functional understanding across Sales Cloud, Service Cloud, Experience Cloud . - Strong technical background: Apex, LWC, Flows, Integrations, Admin configuration, Security Model . - Demonstrated analytical and problem-solving excellence. - Strong communicator comfortable interacting with customer stakeholders. - Ability to work independently in a fast-paced support environment. .