Salesforce Engineer

About The Company Empowered By Innovation

Birlasoft, a global leader at the forefront of Cloud, AI, and Digital technologies, seamlessly blends domain expertise with enterprise solutions. The company’s consultative and design-thinking approach empowers societies worldwide, enhancing the efficiency and productivity of businesses. As part of the multibillion-dollar diversified CKA Birla Group, Birlasoft with its 12,000+ professionals, is committed to continuing the Group’s 170-year heritage of building sustainable communities.

About The Role We are seeking a dedicated and experienced Salesforce Support Engineer to join our dynamic team in Pune (Balewadi). The ideal candidate will be responsible for providing comprehensive support for Salesforce applications, ensuring seamless operation and optimal performance of our Salesforce environment. This role requires a proactive individual capable of troubleshooting complex issues, managing stakeholder expectations, and driving continuous improvement initiatives. The Support Engineer will serve as a critical point of contact for incident resolution, problem management, and change implementation, contributing to the overall stability and enhancement of our Salesforce platform.

Qualifications The ideal candidate should possess 4 to 5 years of hands-on experience in Salesforce Administration and Production Support. A strong understanding of Sales Cloud and Service Cloud functionalities is essential, along with expertise in Salesforce security architecture, access management, and automation using Flow. Candidates should have experience supporting integrations with external systems, managing deployment processes, and implementing change management practices. Excellent stakeholder management and communication skills are required to effectively liaise with business users, development teams, and external vendors. Certifications such as Salesforce Certified Administrator and Salesforce Service Cloud Consultant are preferred, demonstrating a commitment to professional growth and expertise.

Responsibilities

• Provide end-to-end production support for Salesforce applications, ensuring high availability and performance.
• Lead incident, problem, and change management activities, coordinating with relevant teams to resolve issues efficiently.
• Troubleshoot complex application, integration, and data-related issues, performing root cause analysis to identify underlying problems.
• Drive permanent fixes for recurring incidents to prevent future occurrences and improve system stability.
• Manage Salesforce security settings, sharing rules, data quality, and system performance metrics to uphold data integrity and security standards.
• Support and optimize Service Cloud processes, including Case Management, Queues, Assignment Rules, and Escalations to enhance customer service operations.
• Coordinate with business stakeholders, development teams, and external vendors to facilitate smooth implementation and support activities.
• Participate in release planning, deployment activities, and hypercare support to ensure successful rollouts and minimal disruption.
• Mentor junior support engineers, sharing best practices and fostering a culture of continuous learning and improvement.
• Prepare support metrics, incident reports, and governance documentation to monitor performance and compliance.

Benefits Birlasoft offers a competitive compensation package along with comprehensive benefits that include health insurance, retirement plans, and paid time off. Employees have access to ongoing training and certification programs to support professional development. The company promotes a collaborative work environment that encourages innovation, diversity, and inclusion. Additionally, employees are provided with opportunities for career progression within a global organization committed to building sustainable communities. Work-life balance is prioritized through flexible work arrangements and a supportive corporate culture.

Equal Opportunity

Birlasoft is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, gender, sexual orientation, age, disability, or any other characteristic protected by law. Our hiring practices are based solely on merit and qualifications, ensuring a fair and equitable process for all candidates.