Salesforce Support Engineer

Enjoy solving complex technical problems and making applications work better? Join as a Salesforce Support Engineer and help keep our client's Salesforce platform stable, reliable and ready to evolve.

Bring your hands-on expertise in Salesforce Field Service, Experience Cloud and Lightning Web Components (LWC) to a role that combines production support with configuration, development, integrations and enhancements. You'll learn the existing solution through transition and knowledge transfer with incumbent subject matter experts, then take technical ownership of day-to-day support and defect resolution.

You'll work alongside functional, integration and support teams, diagnosing issues across the platform and delivering practical improvements to the service.

Make an impact through hands-on support and continuous improvement:

• Build your knowledge: take an active part in Knowledge Transfer (KT) with incumbent Salesforce subject matter experts.
• Get to know the existing solution, customisations, integrations and operational dependencies.
• Review Apex, LWC, Flow, configuration and integration components to understand how the platform works.
• Keep the service running: provide L2/L3 technical support for Salesforce incidents and service requests.
• Diagnose and resolve application defects and production issues.
• Find the root causes of recurring or complex technical problems.
• Improve the platform: deliver minor enhancements, configuration updates and code changes.

• Support Salesforce releases, deployments and post-release validation.
• Maintain technical documentation, support procedures and knowledge articles.
• Work closely with functional consultants, business SMEs, integration teams and other application/support teams.
• Ensure code and configuration changes follow agreed engineering, security and governance standards.
• Identify technical risks or knowledge gaps during transition and escalate these early to enable remediation before service takeover.

• Configuration, development and support, with the ability to troubleshoot functional and technical issues.
• Working knowledge of Work Orders and Work Order Line Items, Service Appointments, Service Resources and Territories, skills and operating hours, scheduling and dispatch, and the Field Service mobile application.

• Experience developing and supporting Experience Cloud sites.
• Confidence with authentication, user access, profiles, permission sets, sharing and security, including troubleshooting functionality and access issues.

• Strong hands-on LWC development skills, including JavaScript, HTML and CSS.
• Experience integrating components with Apex and Salesforce data/services, and analysing, debugging and enhancing existing custom components.

You'll also bring good working knowledge of:

• Sales Cloud: Accounts, Contacts, Leads and Opportunities; security and sharing; workflow and process automation.
• Service Cloud: Case Management, queues and assignment models, service processes, automation and customer service workflows.

• Apex: classes, triggers, test classes and asynchronous processing.
• SOQL/SOSL and the Salesforce data model.
• Salesforce Flow and declarative automation.
• REST/SOAP APIs and integration patterns, including Platform Events and asynchronous/event-driven integrations where applicable.
• Custom objects, validation rules, configuration, Profiles, Permission Sets, Sharing Rules and the Salesforce security model.
• Debugging with logs, error traces and platform monitoring.
• Source control, structured Salesforce deployments, and Agile and DevOps delivery/support practices.

These are advantageous, rather than mandatory:

• Conga: supporting or configuring Salesforce solutions, document generation/templates and associated integrations.
• Pardot / Marketing Cloud Account Engagement: exposure to the platform and Salesforce integration with marketing automation processes.