L2 Support Engineer (Salesforce)

1. Investigate and troubleshoot complex customer-reported issues in Salesforce production environments.
2. Perform root cause analysis (RCA) by analysing debug logs, Apex execution, Flow behaviour, platform events, SOQL queries, and Lightning components.
3. Read and understand Apex code, Triggers, Batch Apex, Queueables, Scheduled Jobs, and Flows to identify functional or technical issues.
4. Reproduce customer issues in internal environments and validate potential fixes.
5. Work closely with Product Engineering to escalate product defects and provide detailed technical analysis.
6. Collaborate with QA teams to verify fixes and ensure product quality before deployment.
7. Participate in patch releases by validating fixes, monitoring deployments, and supporting post-release verification.
8. Debug issues involving Salesforce security model, sharing, profiles, permission sets, field-level security, and object permissions.
9. Investigate integration issues involving REST APIs, Callouts, Named Credentials, Remote Site Settings, OAuth, and external systems.
10. Analyze governor limit exceptions, asynchronous processing, performance bottlenecks, and data integrity issues.
11. Prepare clear technical documentation, RCA reports, and knowledge base articles for recurring issues.
12. Work directly with customers and internal stakeholders during troubleshooting sessions and technical calls.
13. Coordinate with Salesforce Support for platform-related issues when required.

Soft Skills

• Excellent analytical and problem-solving skills.
• Strong debugging and logical reasoning abilities.
• Ability to communicate technical concepts clearly to both technical and non-technical stakeholders.
• Customer-first mindset with strong ownership of issues.
• Ability to work effectively in a fast-paced product environment.
• Strong collaboration skills with Engineering, QA, Product Management, and Customer Success teams.

Salesforce Development

• Strong understanding of Apex, Triggers, SOQL, SOSL, Batch Apex, Queueable Apex, Future Methods, and Scheduled Apex.
• Good understanding of Lightning Experience, Aura Components, and Visualforce.
• Experience working with Salesforce Flows.
• Understanding of Salesforce governor limits and performance optimization.

Salesforce Administration

• Security Model (Profiles, Permission Sets, Sharing Rules, Roles, FLS, CRUD)
• Validation Rules
• Process Automation
• Custom Metadata Types and Custom Settings

Debugging & Troubleshooting

• Strong ability to analyse Debug Logs.
• Root Cause Analysis (RCA) skills.
• Ability to trace transactions across multiple automation layers (Triggers, Flows, Validation Rules, Process Builder, Apex).
• Experience troubleshooting asynchronous jobs and platform events.
• Ability to identify whether an issue is due to product code, customer configuration, or Salesforce platform limitations.

Integrations

• REST APIs
• Web Services
• HTTP Callouts
• OAuth Authentication

Release & Quality

• Experience supporting production deployments and patch releases.
• Understanding of SDLC and release management.
• Familiarity with Git-based version control.
• Experience validating bug fixes before release.

• 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.
• Ready to learn cross-functional technology.
• Good team player and contributor.
• Very good coordination, planning & management skills.
• Strong debugging skills.
• Good communication - written and verbal.
• Problem-solving skills