We are looking for an experienced and customer-focused Salesforce Support Engineer to join our team. This role is ideal for someone who enjoys solving complex production issues, working directly with clients, and supporting enterprise Salesforce solutions in a fast-paced environment.

The ideal candidate has strong hands-on experience with Salesforce Loyalty Management, a deep understanding of the Salesforce platform, and the ability to investigate issues across multiple systems while providing excellent client communication. Experience with observability tools, release management, integrations, and large-scale Salesforce environments is highly valued.

Key Responsibilities

• Provide production support for Salesforce Loyalty Management solutions, including incident triage, troubleshooting, and issue resolution.
• Work directly with clients, managing support requests within established SLAs and communicating progress throughout the incident lifecycle.
• Investigate and troubleshoot Salesforce platform issues involving security, data model, Flow, SOQL, and Apex debugging.
• Analyze logs and correlate errors across multiple systems to identify root causes.
• Troubleshoot integrations using REST and SOAP APIs, including asynchronous processing, retries, and error handling.
• Collaborate with development and engineering teams to escalate complex issues when needed.
• Use observability and monitoring tools to identify production issues and improve system reliability.
• Support Salesforce deployments and release processes using modern DevOps practices.
• Balance planned work with production incidents while maintaining high service quality.
• Work independently across distributed teams and multiple time zones.

Skills, Knowledge, and Expertise

Required

• Hands-on experience with Salesforce Loyalty Management implementation or production support.
• Strong Salesforce platform knowledge, including:
  • Data Model
  • Security Model (Profiles, Permission Sets, Sharing Rules)
  • Flow
  • SOQL
  • Ability to read and troubleshoot Apex code.
• Experience providing client-facing production support.
• Experience troubleshooting integrations using REST and SOAP APIs.
• Strong analytical and debugging skills across multiple systems.
• Excellent written communication skills.
• Ability to work under pressure and prioritize incidents effectively.
• Comfortable working independently with distributed teams.

Strongly Preferred

• Experience with Sumo Logic, Splunk, Datadog, or similar observability tools.
• Experience with Copado or similar Salesforce release management tools.
• Git and Bitbucket experience with branching strategies.
• Salesforce CLI (SFDX).
• Experience working with Large Data Volumes (LDV), indexing, governor limits, and performance optimization.
• Performance and load testing experience (Scale Center, Scale Test, or similar).
• Experience with ServiceNow or another ITSM platform.

Nice to Have

• Marketing Cloud.
• Experience Cloud.
• AI-assisted development tools.
• Salesforce certifications such as:
  • Advanced Administrator.
  • Platform App Builder.
  • Progress toward Application Architect.

What We're Looking For

• Strong problem-solving skills using a hypothesis-driven debugging approach.
• Ability to communicate clearly with clients during ongoing incidents.
• Good judgment on when to continue investigating versus when to escalate.
• Comfortable switching between project work and production support.
• Self-motivated, proactive, and able to work autonomously across global teams.

Benefits

• Salesforce certification program with bonus opportunity.
• Co-working spaces and offices for collaboration.
• Team activities.
• Flexible PTO policy.
• Healthcare.
• Paid sick leave, parental leave, and volunteer days.