REF78757G_- Deputy Manager - WTS - Salesforce service cloud L2 support - 5 to 10 years
REF78757G_- Deputy Manager - WTS - Salesforce service cloud L2 support - 5 to 10 years
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Salary Not Disclosed
1 Vacancy
Job Description
We are looking for a Salesforce Level 2 (L2) Support Engineer to provide advanced support for our Salesforce platform. You will act as a key escalation point between the L1 support team and Salesforce admin/development teams. Your responsibilities will include troubleshooting user issues managing configuration changes ensuring platform stability and working closely with cross-functional teams to ensure timely and effective resolution of incidents and service requests.
Key Responsibilities
- Respond to and resolve Salesforce issues escalated by L1 support teams within defined SLAs.
- Perform root cause analysis and resolve functional or technical issues related to Salesforce Sales Cloud Service Cloud or other modules.
- Manage user roles profiles permissions page layouts and data access requests.
- Assist in data management tasks including data imports exports and deduplication.
- Work with development/admin teams to escalate and fix bugs enhancements and integrations as needed.
- Maintain documentation related to support procedures known issues and resolution steps.
- Collaborate with Salesforce Admins and Developers to implement minor configuration changes.
- Monitor platform health and proactively identify potential issues or performance bottlenecks.
- Ensure adherence to ITSM processes (e.g. incident change and problem management).
- Provide support during Salesforce updates releases and integration changes.
- Required Skills and Qualifications:
- 3 years of hands-on experience supporting Salesforce users or administering Salesforce environments.
- Strong understanding of Salesforce standard objects custom objects workflows validation rules and security models.
- Experience with troubleshooting integrations and APIs (e.g. REST middleware tools).
- Familiarity with Salesforce reports dashboards and data tools (Data Loader Workbench).
- Excellent communication and documentation skills.
- Ability to work collaboratively across teams and handle high-pressure environments.
- Salesforce Administrator Certification (ADM-201) preferred.
Optional /But Beneficial
- Experience with ITSM tools (e.g. ServiceNow Jira).
- Knowledge of Apex Lightning Components or Flow.
- Familiarity with Agile/Scrum methodologies.
- Prior experience supporting users in a large-scale Salesforce environment.
Qualifications :
Salesforce service cloud L2 support.
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
Company Industry
Key Skills
- MAC
- Active Directory
- Service Support
- End user
- Access Points
- trouble tickets
- OS
- Linux
- Project Management
- Service Management
- Service Quality
- Setup
- Service Desk
- hardware
- Software Applications
