Salesforce Integration Support Engineer

We are seeking an experienced Salesforce Integration Support Engineer to provide L2/L3 production support for enterprise Salesforce integration ecosystems. The role is responsible for maintaining the availability, reliability, and performance of critical integrations across Salesforce, APIs, middleware, databases, and external enterprise applications.

The ideal candidate will have strong hands-on expertise in Salesforce integrations, REST/SOAP APIs, middleware platforms, data synchronization, integration monitoring, incident management, and root cause analysis. The role requires close collaboration with Salesforce administrators, developers, architects, application teams, vendors, and business stakeholders.

Key Responsibilities

L2/L3 Integration & Production Support

• Provide end-to-end L2/L3 support for Salesforce integrations, APIs, middleware, and connected enterprise applications.
• Monitor integration interfaces, scheduled jobs, APIs, queues, events, and data synchronization processes.
• Investigate, troubleshoot, and resolve production incidents, integration failures, defects, and service requests within SLA commitments.
• Perform detailed Root Cause Analysis (RCA) and implement corrective and preventive actions.
• Lead or support major incident management, problem management, and escalation activities.
• Proactively identify integration risks and potential failures before they impact business operations.

Salesforce Integration Support

• Support enterprise integrations between Salesforce and:

  • ERP platforms – SAP, Oracle, NetSuite
  • Billing and Revenue platforms
  • Marketing and Customer Support applications
  • Third-party SaaS applications
  • External databases and enterprise services

• Support integrations across Sales Cloud, Service Cloud, and Experience Cloud.

• Troubleshoot real-time, batch, synchronous, and asynchronous integration processes.

• Analyze integration logs, payloads, transaction flows, and error responses to identify failures.

API & Middleware Engineering Support

• Troubleshoot REST and SOAP APIs, webhooks, API gateways, Platform Events, and event-driven integrations.

• Support authentication and security mechanisms including OAuth 2.0, JWT, and SSO.

• Diagnose connectivity, timeout, authentication, transformation, mapping, and message-processing failures.

• Provide production support for one or more enterprise middleware platforms:

  • MuleSoft / Anypoint Platform
  • Dell Boomi
  • Jitterbit
  • Informatica Cloud
  • Azure Logic Apps
  • Azure Service Bus

• Monitor middleware workflows and coordinate resolution of integration failures across dependent systems.

Data & Integration Quality

• Investigate data synchronization, transformation, mapping, and reconciliation issues.
• Use SQL/SOQL to validate transactions and troubleshoot data discrepancies across Salesforce and external systems.
• Perform data validation, reconciliation, and integrity checks.
• Support bulk data loads, migration activities, and production data correction.
• Ensure reliable and consistent data movement across integrated applications.

Release, Change & Deployment Support

• Support integration releases, deployments, configuration changes, enhancements, and emergency fixes.
• Participate in UAT, deployment validation, smoke testing, and post-release verification.
• Validate integration connectivity and end-to-end data flows following deployments.
• Follow established ITIL, change management, and release management processes.
• Maintain technical documentation, operational runbooks, knowledge articles, and troubleshooting procedures.

Monitoring & Continuous Improvement

• Monitor integration health using dashboards, alerts, logs, and observability platforms.
• Track SLA compliance, incident trends, integration performance, failure rates, and operational KPIs.
• Identify recurring failure patterns and recommend automation and reliability improvements.
• Contribute to integration support standards, operational maturity, and continuous service improvement.

Core Technical Skills

Salesforce Platform

• Strong understanding of Salesforce architecture, data model, and integration capabilities.
• Experience with Sales Cloud, Service Cloud, and Experience Cloud.
• Working knowledge of Apex, SOQL, Salesforce APIs, Platform Events, and Salesforce integration patterns.
• Understanding of synchronous and asynchronous Salesforce integration mechanisms.

APIs & Integration

• REST & SOAP Web Services
• JSON & XML
• OAuth 2.0, JWT & SSO
• Webhooks and API Gateways
• Platform Events and event-driven architecture
• Batch and real-time integrations
• ETL and data transformation processes
• Integration monitoring and log analysis

Middleware

Hands-on production support experience with one or more of:

• MuleSoft / Anypoint Platform
• Dell Boomi
• Jitterbit
• Informatica Cloud
• Azure Logic Apps
• Azure Service Bus

Database & Data

• SQL / SOQL
• Data validation and reconciliation
• Data mapping and transformation
• Data synchronization troubleshooting
• Data integrity and quality analysis

IT Service Management

• Incident Management
• Problem Management
• Change & Release Management
• Major Incident Management
• ITIL-based support processes
• ServiceNow or equivalent ITSM platforms
• SLA-driven production support

Experience & Qualifications

• 5–8 years of overall IT experience, including 3+ years of hands-on Salesforce integration support experience.
• Proven experience supporting complex, enterprise-scale integrations in production environments.
• Strong experience troubleshooting APIs, middleware workflows, data synchronization, and integration failures.
• Experience working with global teams, business-critical applications, and high-availability production environments.
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline.

Preferred Certifications

• Salesforce Certified Administrator
• Salesforce Platform App Builder
• Salesforce Platform Developer I
• MuleSoft Certified Developer – Preferred
• Boomi Professional Certification – Preferred
• ITIL Foundation – Preferred

Preferred / Nice-to-Have Skills

• MuleSoft Anypoint Platform
• Salesforce Data Cloud integration
• Revenue Cloud and Billing integrations
• Salesforce CPQ integrations
• Azure Integration Services
• AWS/Azure cloud platforms
• Kafka / Azure Event Hub
• Event-driven architecture
• CI/CD and DevOps using Azure DevOps, GitHub, Jenkins, or similar tools
• Monitoring and observability platforms such as Splunk, Dynatrace, AppDynamics, or New Relic
• Exposure to enterprise integration architecture and design

Key Competencies

• Strong analytical, troubleshooting, and problem-solving capabilities.
• Excellent verbal and written communication skills.
• Strong stakeholder management and cross-functional collaboration.
• Ability to manage critical production incidents in high-pressure environments.
• Proactive approach to incident prevention, automation, and continuous improvement.
• Strong documentation and knowledge-sharing mindset.
• Ability to work independently while collaborating effectively with global technical and business teams.

Shift & On-Call Requirements

• Willingness to work rotational shifts aligned with global business requirements.
• Participation in on-call support for critical production incidents.
• Flexibility to provide support during weekends, month-end, quarter-end, and other business-critical periods when required.