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.
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Provide production support for Salesforce Loyalty Management solutions, including incident triage, troubleshooting, and issue resolution.
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Work directly with clients, managing support requests within established SLAs and communicating progress throughout the incident lifecycle.
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Investigate and troubleshoot Salesforce platform issues involving security, data model, Flow, SOQL, and Apex debugging.
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Analyze logs and correlate errors across multiple systems to identify root causes.
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Troubleshoot integrations using REST and SOAP APIs, including asynchronous processing, retries, and error handling.
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Collaborate with development and engineering teams to escalate complex issues when needed.
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Use observability and monitoring tools to identify production issues and improve system reliability.
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Support Salesforce deployments and release processes using modern DevOps practices.
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Balance planned work with production incidents while maintaining high service quality.
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Work independently across distributed teams and multiple time zones.
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Hands-on experience with Salesforce Loyalty Management implementation or production support.
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Strong Salesforce platform knowledge, including:
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Data Model
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Security Model (Profiles, Permission Sets, Sharing Rules)
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Flow
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SOQL
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Ability to read and troubleshoot Apex code.
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Experience providing client-facing production support.
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Experience troubleshooting integrations using REST and SOAP APIs.
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Strong analytical and debugging skills across multiple systems.
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Excellent written communication skills.
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Ability to work under pressure and prioritize incidents effectively.
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Comfortable working independently with distributed teams.
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Experience with Sumo Logic, Splunk, Datadog, or similar observability tools.
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Experience with Copado or similar Salesforce release management tools.
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Git and Bitbucket experience with branching strategies.
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Salesforce CLI (SFDX).
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Experience working with Large Data Volumes (LDV), indexing, governor limits, and performance optimization.
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Performance and load testing experience (Scale Center, Scale Test, or similar).
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Experience with ServiceNow or another ITSM platform.
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Marketing Cloud.
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Experience Cloud.
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AI-assisted development tools.
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Salesforce certifications such as:
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Advanced Administrator.
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Platform App Builder.
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Progress toward Application Architect.
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Strong problem-solving skills using a hypothesis-driven debugging approach.
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Ability to communicate clearly with clients during ongoing incidents.
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Good judgment on when to continue investigating versus when to escalate.
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Comfortable switching between project work and production support.
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Self-motivated, proactive, and able to work autonomously across global teams.
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Salesforce certification program with bonus opportunity.
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Co-working spaces and offices for collaboration.
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Team activities.
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Flexible PTO policy.
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Healthcare.
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Paid sick leave, parental leave, and volunteer days.
