Salesforce CPQ Support Engineer

We are seeking an experienced Salesforce CPQ Support Engineer to provide L2/L3 production support for complex, enterprise-scale Salesforce CPQ environments. The successful candidate will have strong hands-on expertise in CPQ configuration, pricing and product rules, quote-to-cash (QTC) processes, integrations, data troubleshooting, and production operations.

This role will work closely with Sales Operations, business stakeholders, developers, architects, and integration teams to resolve critical issues, maintain platform stability, and ensure uninterrupted business operations.

Key Responsibilities

L2/L3 Production Support

• Provide end-to-end L2/L3 support for Salesforce CPQ and integrated applications.
• Diagnose and resolve production incidents, defects, and service requests within defined SLAs.
• Troubleshoot issues across the complete quote-to-order lifecycle, including product configuration, pricing, approvals, contracting, renewals, and order generation.
• Perform root cause analysis (RCA) and implement permanent corrective and preventive actions.
• Proactively monitor platform health and identify risks that may impact sales and revenue operations.
• Support critical production incidents, including escalation and stakeholder communication.

Salesforce CPQ Configuration

• Configure, maintain, and troubleshoot:

  • Product Rules and Price Rules
  • Approval Rules and Approval Processes
  • Discount Schedules
  • Configuration Attributes
  • Product Bundles and Product Options
  • Quote Templates
  • Contracts, Amendments, and Renewals
  • Asset-Based Ordering
  • Subscription Management

• Maintain complex product catalogs, pricing structures, discounting models, and promotional configurations.

• Support changes to CPQ configurations while maintaining data integrity and business-rule consistency.

Quote-to-Cash & Business Process Support

• Provide functional and technical support across Quote-to-Cash (QTC) processes.
• Support sales teams with complex quoting, pricing, discounting, approvals, contracting, and ordering scenarios.
• Troubleshoot issues involving subscriptions, assets, amendments, renewals, and recurring revenue models.
• Partner with business teams to translate operational requirements into sustainable CPQ solutions.

Integration & Data Support

• Support and troubleshoot integrations between Salesforce CPQ and:

  • Sales Cloud
  • Salesforce Billing / Revenue Cloud
  • ERP platforms such as SAP, Oracle, and NetSuite
  • External pricing engines
  • Revenue management platforms
  • Middleware and third-party applications

• Troubleshoot REST/SOAP API failures, integration errors, synchronization issues, and data discrepancies.

• Analyze quote, contract, subscription, asset, and order data using SOQL and Salesforce data-model knowledge.

• Perform data validation, reconciliation, and production data analysis.

Release, Change & Problem Management

• Support UAT, deployments, releases, hotfixes, and post-production validation.
• Validate CPQ configuration changes and perform smoke testing before and after deployments.
• Participate in incident, problem, change, and release management processes.
• Lead or contribute to RCA investigations and problem-management initiatives.
• Maintain knowledge articles, technical documentation, troubleshooting guides, and operational runbooks.
• Coordinate with Salesforce Support, vendors, developers, architects, and other technical teams for complex issues.

Core Technical Skills

Salesforce CPQ

• Salesforce CPQ Configuration & Administration
• Product Rules & Price Rules
• Approval Processes
• Discount Schedules
• Product Bundles & Configuration Attributes
• Quote Templates
• Contracting, Amendments & Renewals
• Asset-Based Ordering
• Subscription Management
• Complex Product Catalogs & Pricing Models

Salesforce Platform

• Salesforce Administration
• Lightning Experience
• Flows, Validation Rules, Workflows
• Reports & Dashboards
• Apex debugging and troubleshooting
• SOQL and Salesforce Data Model

Integration & Data

• REST & SOAP APIs
• Enterprise Integration Troubleshooting
• Middleware Monitoring
• Data Synchronization & Reconciliation
• ERP and Billing Integrations

Production Support

• Incident & Problem Management
• Change & Release Management
• ITIL-based support practices
• ServiceNow or equivalent ITSM tools
• SLA-driven enterprise support
• Major Incident Management

Required Experience & Qualifications

• 5–8 years of Salesforce experience, with at least 3+ years of hands-on Salesforce CPQ implementation and/or production support experience.
• Strong experience supporting enterprise-scale Salesforce CPQ environments.
• Proven experience in production troubleshooting, incident management, RCA, and business-critical support.
• Strong understanding of Quote-to-Cash, subscription, and recurring-revenue business models.
• Experience supporting global users and distributed teams across multiple regions/time zones.
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline.

Preferred Certifications

• Salesforce Certified CPQ Specialist – Preferred
• Salesforce Administrator
• Salesforce Platform App Builder
• Salesforce Platform Developer I – Good to Have
• ITIL Foundation – Preferred

Preferred / Nice-to-Have Experience

• Salesforce Billing and Revenue Cloud
• Sales Cloud and Experience Cloud
• Conga CLM / DocuSign CLM
• ERP integrations with SAP, Oracle, or NetSuite
• Revenue recognition and subscription billing processes
• DevOps, CI/CD, and release automation
• Large-scale enterprise CPQ transformations and implementations