L2 Application Support

Job Overview: We are seeking a skilled and knowledgeable Web Application L2 Support Engineer to join our Transversal team in mySchneider Web. This role is crucial for monitoring, maintaining, and ensuring the efficiency of our customer-facing applications. The ideal candidate will possess experience with Salesforce/OKTA, AWS, SQL, SOQL and other relevant technologies.

Qualifications & Experience Required:

• 2-5 years of experience in CRM platform configuration/support preferably Salesforce/OKTA.
• Experience in ITIL & ITSM processes and ticketing tools, preferably ServiceNow.
• Experience in Cloud Computing Platforms, preferably AWS.
• Strong communication and analytical skills (rating of 4 or above on a scale of 1-5).
• Experience with data correction and management tools (Salesforce/OKTA, AWS, Dynatrace)
• Experience in working with APIs to troubleshoot and debug web-based issues effectively. Leverage API development tools, such as POSTMAN, to test and validate API endpoints, ensuring seamless integration and functionality.
• Exceptional ability to provide front-end support to internal departments and web-based clients.
• Proficiency in MS Office, SQL and database management.
• As a Technical Support team member, responsible for unit testing, bug identification, and data migration for applications deployed on the multiple backend platforms.
• Manage the L3 Support Queue to monitor production issues in the application/functionality by creation of JIRAs & track for their closure.
• Familiarity with web technologies (HTML, CSS, JavaScript, JSON).
• Knowledge in front-end and back-end programming languages, such as JavaScript, Python, or .NET.

Preferrable Qualifications & Experience:

• Salesforce Developer or Salesforce Admin certification is a plus.
• AWS certification is a plus.
• SAP ERP knowledge is a plus.
• Proven experience in building LWC components and proficiency in SOQL, Apex, SOAP, and REST APIs.

Roles & Responsibilities:

• Provide technical support for the maintenance and monitoring of our customer-facing portal developed on a CRM platform (Salesforce/OKTA), APIs, and UIaaS web components.
• Support on a rotational shift basis as needed.
• Address customer-reported issues and requests within defined SLAs or escalate to appropriate teams.
• Adhere to support quality processes using ticketing tools (ServiceNow).
• Address various customer requests, including access issues and configuration updates, within defined SLAs.
• This role requires excellent communication skills, as candidates will interact directly with key stakeholders, including customers and internal teams.
• Monitor portal performance data and collaborate with L3/product teams to propose necessary corrections.
• Identify root causes of application errors and escalate serious concerns to management and relevant teams by creation of JIRAs & track for their closure.
• Prepare proper communication to Key Stakeholders & Internal Teams through Yammer.
• Collaborate with various technical and business teams to improve application functionality.
• Ensure effective front-end functionality of application, with necessary collaboration other downstream/back-end application teams.
• Determine causes of application errors, API failures, and address them for resolution.
• Analyze customer data to ensure data quality and confidentiality, preventing breaches.
• Suggest improvements based on analysis of mySchneider Web application/website performance.

Additional Responsibilities:

1. Maintain and monitor customer-facing portals developed using CRM platforms, APIs, and UIaaS web components as part of the L3 Support team.
2. Develop, unit test, and deploy enhancements using Lightning Web Components, Apex, Visualforce, and other Salesforce build tools (e.g., Data Loader, Workbench).
3. Handle large-scale data migration using flat files and scripts.
4. Understand Salesforce/OKTA platform security and sharing capabilities.
5. Build and expose REST/SOAP APIs for external consumers and integrate third-party APIs within Salesforce applications.
6. Document processes and monitor application performance metrics.
7. Conduct problem management and collaborate with various technical and business teams.

Interview Process:

1. Technical Round
2. AI Round
3. Techno-managerial Round (F2F)
4. Final Discussion