Support Engineer

Diagnose and resolve technical issues reported by Salesforce customers across various modules like Sales, Service Cloud. Analyze error logs, data discrepancies, and system configurations to identify root causes. Provide timely and accurate solutions to customer inquiries via phone, email, and online ticketing systems. Explain complex technical concepts in a clear and understandable manner to users with varying levels of technical expertise. Help and solve high priority issue (P1, P2, MI etc.) and ensure timely communication to stakeholders. Build strong relationships with customers by actively listening to their needs and concerns. Manage customer expectations and effectively communicate progress on support cases. Escalate complex issues to relevant teams when necessary and ensure timely resolution. Other duties as assigned. Qualifications Working experience in Salesforce Sales/Service/Marketing Cloud; Salesforce certifications will be added advantage. Working knowledge in Salesforce coding language - Alex, Visual Force, Lightning, and salesforce configuration Experience in ITSM process management (Incident / Service Request / Change / Problem management etc.) Experience in stakeholder management. PREFERRED QUALIFICATIONS Overall, 4-5 years of IT experience and experience in working Salesforce application and platform support. KEY BEHAVIORS Solves technical issues of Salesforce customers independently as team member Develop and deliver multimode communications that convey a clear understanding of the unique needs of different audiences.