Salesforce Support Engineer

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.

• 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.

• 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.

• 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.

• Marketing Cloud.
• Experience Cloud.
• AI-assisted development tools.
• Salesforce certifications such as:
  • Advanced Administrator.
  • Platform App Builder.
  • Progress toward Application Architect.

• 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.

• 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.