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Job Description:
Salesforce Support EngineerPosition Summary
Apex Systems is seeking an experienced Salesforce Support Engineer to support and maintain enterprise Salesforce environments. This individual will be responsible for daily production support activities, Salesforce administration, troubleshooting complex issues, implementing configuration changes, maintaining integrations, and ensuring overall platform stability.
The ideal candidate will have strong hands-on experience supporting Salesforce in a production environment and possess the technical expertise to independently troubleshoot, analyze, and resolve issues while partnering with business and technical stakeholders.
Key Responsibilities
- Provide day-to-day administration, support, and maintenance of Salesforce environments, ensuring stability, availability, and performance.
- Investigate, troubleshoot, and resolve Salesforce production incidents, service requests, and user-reported issues.
- Perform root cause analysis and implement corrective actions to prevent recurring issues.
- Utilize ITSM tools, including ServiceNow, to manage incidents, service requests, problem management, and change management processes.
- Configure and maintain Salesforce objects, fields, page layouts, record types, profiles, roles, permission sets, sharing rules, and territory management.
- Create and enhance Lightning Flows, validation rules, process automations, reports, and dashboards.
- Support integrations between Salesforce and third-party applications, including troubleshooting API and data integration issues.
- Perform data management activities including data loads, data quality initiatives, and data cleanup efforts.
- Make minor enhancements to Apex classes, batch jobs, and Lightning Web Components (LWC) as needed.
- Collaborate closely with development, business, and support teams to identify and resolve production issues.
- Assist with release validation and post-deployment support activities.
- Develop and maintain technical documentation, operational procedures, runbooks, and support documentation.
- Stay current with Salesforce platform enhancements and recommend opportunities for continuous improvement.
Required Qualifications
- 5+ years of hands-on Salesforce Administration and/or Salesforce Support experience.
- Experience supporting Salesforce Sales Cloud and/or Service Cloud environments.
- Strong experience troubleshooting and resolving Salesforce production issues.
- Experience performing root cause analysis and implementing long-term solutions.
- 2+ years of experience working within ITSM processes, including Incident, Problem, and Change Management.
- Strong understanding of Salesforce configuration, including:
- Flows
- Reports & Dashboards
- Page Layouts
- Record Types
- Permission Sets
- Profiles
- Roles
- Sharing Rules
- Territory Management
- Experience troubleshooting integration issues involving:
- REST APIs
- Platform Events
- Streaming APIs
- ETL/Data Load Processes
- Experience supporting data migration and data architecture initiatives.
- Hands-on experience with Lightning Web Components (LWC).
- Ability to troubleshoot metadata, configuration, automation, and data-related issues within Salesforce.
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management skills.
- Experience working within Agile environments.
Preferred Qualifications
- Salesforce Administrator Certification
- Salesforce Platform App Builder Certification
- Salesfo ce Platform Developer I Certification
- Experience with:
- OmniStudio
- OmniScripts
- Copado
- GitHub
- Informatica
- Azure DevOps
- Confluence
- Experience supporting Salesforce Financial Services Cloud.
- Knowledge of Salesforce CPQ.
- Experience supporting third-party platforms such as:
- Marketo
- Qualtrics
- Seismic
- Experience with testing, release management, and defect management tools.
Ideal Candidate Profile
The ideal candidate has a strong background in Salesforce production support and can independently own incidents from identification through resolution. This individual understands Salesforce architecture, can troubleshoot complex issues involving configurations, integrations, and data, and is comfortable working directly with users to restore service and improve platform stability.
Unlike a traditional Salesforce Developer role focused on new project implementations, this position is centered on production support, platform administration, incident resolution, and