Salesforce Support Engineer

Role Description:

• Key Responsibilities/ scope of work: Supplier shall provide 6 L2 Support Engineers (1 onshore and 5 offshore). The resources will work on production support tickets in GTM track to manage the tickets inflow.
  • Technical Support: Provide advanced support for Salesforce CPQ, Sales and Service Cloud issues, troubleshooting and resolving escalated problems.
  • Production support tickets analysis/triaging/resolution and providing RCA (as/when needed)
  • Engaging right stakeholders(ticket requester/dev team to troubleshoot production support issues, if needed
  • Creating problem management, JIRA tickets for repetitive issues pertaining to code issues/bulk data migration issues etc
  • Configuration Management: Assist in configuring and maintaining CPQ, Sales and Service Cloud settings, including product rules, pricing, and discounting structures.
  • User Training: Conduct training sessions for end-users to enhance their understanding of CPQ, Sales and Service Cloud functionalities and best practices.
  • Documentation: Create and update support documentation, knowledge base articles, and process flows. Creating L2 Knowledge Base (KB) articles for repetitive issue for process improvement
  • Collaboration: Work with cross-functional teams including sales, product management, and IT to address and resolve CPQ, Sales and Service Cloud-related challenges.
  • Maintain agreed SLA's, MTTA and MTTR.
  • Required to work in the shift model to provide global and on-call support.
• Required Skills:
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Salesforce Knowledge: Strong understanding of Salesforce CPQ, Sales and Service Cloud and its integration with other Salesforce products.
  • Strong "Lead to Cash” business process understanding.
  • Analytical Skills: Ability to analyze issues and provide effective solutions promptly.
  • Communication: Excellent verbal and written communication skills to interact with technical and non-technical users.
  • Problem-Solving: Strong problem-solving skills to address complex CPQ, Sales and Service Cloud scenarios.
  • Attention to Detail: Meticulous attention to detail in configuration and documentation.
• Years of experience: 2-6 Years
• Other details (certifications, domain knowledge): Salesforce CPQ Specialist, Sales and Service Cloud certification is preferred.