Technical Support Engineer

Position Title: Salesforce Support Engineer

Location: Gurugram (Hybrid Work Environment)

Key Responsibilities

• Conduct comprehensive incident analysis and develop effective workarounds to address critical issues.
• Collaborate closely with Level 3 support teams to troubleshoot and resolve production-related problems.
• Assist Level 1.5 support by providing advanced triaging and support for technical issues.
• Participate in Major Incident Management calls, delivering essential support to facilitate swift resolution.
• Possess solid knowledge of application integrations and work jointly with teams when issues extend across multiple applications.
• Perform thorough Root Cause Analysis to identify underlying causes of incidents.
• Manage user access requests, execute data fixes, and handle basic deployment activities.

Essential Qualifications and Skills

• Extensive hands-on experience with Salesforce Sales and Service Cloud, including setup, configuration, customization, administration, and production support.
• Proficiency in Apex development (Triggers, Classes), Salesforce Flow, and troubleshooting using Debug Logs.
• Experience with system integrations utilizing REST API and SOAP API protocols.
• Strong background in Incident Management, adhering to SLAs, and diagnosing production issues effectively.
• Proficient in SOQL for data retrieval, analysis, and issue resolution.

Preferred Skills and Knowledge

• Understanding of security and sharing rules at object, field, and record levels within Salesforce.
• Knowledge of Salesforce org hierarchy, roles, profiles, and permission sets.
• Experience working with Jira, GitHub, and Agile development methodologies.
• Ability to manage user access, coordinate deployments, and liaise with Level 3 support teams.

Additional Skills and Certifications

• Salesforce Admin or App Builder Certification.
• Experience with Omni-Channel and Email-to-Case functionalities.
• Exposure to Selenium testing tools and support for testing activities.
• Basic understanding of monitoring and reporting tools.

About Ascendion:

• Ascendion is an innovative, AI-driven software engineering company committed to transforming how businesses innovate, operate, and grow. We collaborate with enterprise clients across North America, the UK, Europe, and APAC to address complex challenges involving data, experience design, software product engineering, and workforce transformation.
• Driven by a team of expert engineers, thousands of AI agents, and our proprietary Engineering to the Power of AI (EngineeringAI) methodology, we deliver impactful, measurable results that foster trust, unlock value, and accelerate business growth.