Job Description

Experience Required: Minimum 8 years in Salesforce ecosystem
Shared Support Experience: Minimum 2 years (preferably the most recent 2 years)
Skill Focus: 60% Technical / 40% Functional
Location: Offshore / Global Delivery Model
Role Type: Individual Contributor working closely with Offshore Solution Lead & Offshore SDM

We are seeking a highly capable Salesforce Solution Engineer to support our Shared Support Services model across multiple customers. The ideal candidate will have strong analytical and problem-solving skills, deep Salesforce platform understanding, hands-on engineering capability, and demonstrated experience in multi-customer Application Managed Support (AMS) environments.

You will play a crucial role in triage, solution design, technical build, and day-to-day support execution, working in partnership with the Offshore Solution Lead and Offshore Service Delivery Manager (SDM) to ensure smooth delivery and exceptional customer experience.

This is a hands-on engineering role designed for someone who enjoys solving real customer problems, thrives in a dynamic multi-customer environment, and understands the nuances of working in a Shared Support model.

you are the best Fit if below defines YOU!

• Enjoys support engineering, troubleshooting, and iterative problem-solving.
• Able to juggle multiple customers and priorities efficiently.
• Strong analytical thinker with a solution-first mindset.
• Comfortable working collaboratively in a structured Shared Services model.
• High accountability and ownership for ticket turnaround and quality.

Key Responsibilities 1. Shared Support Delivery

• Handle daily intake, triage, diagnosis, and resolution of customer issues in a multi-customer Shared Support environment
• Manage tickets across incidents, service requests, enhancements, and small change requests.
• Ensure SLAs, quality standards, and communication norms are met consistently.

2. Analytical Ability & Problem Solving

• Perform detailed root-cause analysis across functional and technical layers.
• Break down complex issues into clear, actionable solution paths.
• Recommend the most appropriate remediation approach—config-first, tech where required.

3. Functional & Platform Understanding (40%)

• Strong hands-on expertise in Sales Cloud, Service Cloud, and Experience Cloud
• Ability to assess customer needs and convert them into functional design options.
• Understand object model, security model, automations, OOTB capabilities, and CRM best practices.
• Ability to collaborate with Solution Lead to define solution proposals.

4. Technical Skills (60%)

• Strong command over Salesforce technical stack:
  • Apex (classes, triggers, batch, schedulers)
  • Lightning Web Components (LWC)
  • Flows & advanced automation
  • Integrations (REST/SOAP platform events, APIs)
  • Declarative + programmatic solution design
• Ability to build or enhance components when declarative options are insufficient.
• Perform code analysis, code fixes, debugging, and performance optimization.

5. Solution Design & Proposal

• Work with the Solution Lead to convert requirements into low-level solution designs.
• Provide effort estimations and impact analysis for enhancement requests.
• Document solutions and configurations clearly for customer and internal teams.

6. Stakeholder Communication

• Communicate clearly with customers on ticket updates, clarifications, dependencies, and timelines.
• Work closely with analysts, testers, and cross-functional support teams.
• Ensure proactive communication on risks, delays, or ambiguity.

7. Team Coordination

• Closely collaborate with:
  • Offshore Solution Lead for solution pathways and design decisions.
  • Offshore SDM for work allocation, prioritization, and reporting.
  • Onshore SDM / Customer for solution pathways and design decisions.
  • Onshore Architect for Solution Review
• Contribute to shared support engineering playbooks, documentation, and best practices.

Must Have Qualifications

• Minimum 8 years of total Salesforce experience.
• At least 2 years of experience working in a Shared Support / AMS / Multi-Customer Support environment.
• Strong functional understanding across Sales Cloud, Service Cloud, Experience Cloud
• Strong technical background: Apex, LWC, Flows, Integrations, Admin configuration, Security Model
• Demonstrated analytical and problem-solving excellence.
• Strong communicator comfortable interacting with customer stakeholders.
• Ability to work independently in a fast-paced support environment.