Job Description

Say hello to possibilities.

It’s not every day that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re the global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.

We’re a $2 billion company that’s growing at 30+% annually and we’re expanding our Product Management Team to make sure we stay ahead of the competition.

Say hello to possibilities. Salesforce Sustaining Engineer

We are seeking an experienced Tier 3 Support Engineer to provide advanced troubleshooting and customer support for a quoting software product built on Salesforce. This role focuses on resolving complex production issues, ensuring system stability, and delivering high-quality support to customers and internal stakeholders.

Key Responsibilities

• Act as the highest level of escalation for complex customer-reported issues

• Diagnose and resolve production issues across Salesforce (Lightning), APIs, and web applications .

• Perform in-depth root cause analysis and clearly document findings and recommended solutions

• Analyze logs, system behavior, and integrations to identify and resolve issues efficiently

• Support and troubleshoot integrations between Salesforce and external systems

• Maintain and improve support documentation, knowledge base articles, and troubleshooting guides

• Participate in on-call rotations as needed to support critical incidents

Required Qualifications

• 5+ years of experience in technical support, application support, or a related role

• Strong experience troubleshooting Salesforce environments (Lightning, data models, configurations)

• Experience diagnosing API and integration issues (REST/SOAP, JSON)

• Ability to analyze logs, system errors, and performance issues across distributed systems

• Familiarity with version control and release processes (read-only / support perspective)

• Strong analytical and problem-solving skills

Preferred Qualifications

• Experience supporting CPQ (Configure, Price, Quote) systems

• Understanding of SaaS application support in a production environment

• Experience working in customer-facing escalation or Tier 3 support roles

Soft Skills

• Excellent communication skills, especially in explaining technical issues to non-technical stakeholders

• Strong customer focus and sense of ownership

• Ability to stay calm and effective during high-severity incidents

• Collaborative mindset when working with cross-functional teams

Work Location: Bangalore - Hybrid