L2 Salesforce Support Engineer
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Job Location:
Monthly Salary:
Posted on:
22 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Responsibilities
- Provide application/technical support to the internal team related to customer issues
- Be a single contact point for a product team to understand customer issues at L1 level
- Responsible for Incident & problem management.
- Document the issue analysis - Debugging RCA
- Timely escalation of sensitive or time-consuming issues.
- Handle high-level escalations while maintaining priority even when working under
- pressure
- Tackle conference calls with dissatisfied customers & direct L1 support engineers or
- Partner developers to resolve the issues.
- Daily reporting of issues handled/resolved and escalation to the manager
- Coordinate with team members and other teams for issue resolution
- Release hotfixes and patches as necessary to resolve the issue
- Create knowledge articles for reference
- Comply with the defined SLA for issue resolution
Requirements
Skill Sets Required:
- Salesforce Admin Apex Aura Framework/LWC HTML CSS and JavaScript.
- Experience with AWS services (EC2 S3 RDS CloudWatch).
- Proficiency in reading logs querying databases and understanding REST APIs.
Good To Have:
- Ready to learn cross-functional technology
- Good team player and contributor
- Excellent coordination planning & management skills.
- Strong debugging skills
- Good communication - written and verbal
- Problem-solving skills
Benefits
About Conversive (SMS Magic):
Founded over 10 years weve become a trusted messaging leader for businesses worldwide.
We work with global customers across many industries including contact centres financial services
higher education retail staffing wellness and more. Our customers range from small and mid-size
businesses to large global enterprises.
Our commitment to every customer is We will deliver the most advanced simple-to-use messaging
platform available so you can focus on the personal touch that sets you apart from your
competition.
If you can confidently demonstrate that you meet the criteria mentioned above please contact us as
soon as possible.
SMS Magic is committed to inclusiveness fairness and accessibility. We encourage all qualified
candidates to apply.
" We are an ISO 27001:2013 compliant organization and emphasise information security of our
clients"
Required Skills:
- Salesforce Admin Apex Aura Framework/LWC HTML CSS and JavaScript. - Experience with AWS services (EC2 S3 RDS CloudWatch). - Proficiency in reading logs querying databases and understanding REST APIs.
Company Industry
IT Services and IT Consulting
Key Skills
- Ruby
- Mac Os
- Computer Networking
- Windows
- TCP
- Customer Support
- Linux
- Shell Scripting
- VPN
- Dns
- Technical Support
- Troubleshooting
