Salesforce Solution Engineer

Roles and 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.
  
  

Job Requirements :

• 10-13 years of experience in IT Services & Consulting industry with expertise in Salesforce (Sales Cloud) implementation projects
• 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.