L2 Support Engineer (Salesforce)

Job Responsibilities

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

Key Skill Sets Include

• 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