Software Engineer I - Salesforce Support
Job Title:
Tier 1 Support Specialist - Salesforce Platform Operations
Job Level:
SWE1 (Entry to Junior Level)
Department:
Product & Engineering / Technology Delivery
Role Type:
Full-time
The Tier 1 Support Specialist serves as the primary point of contact for daily business operations, specifically focusing on Salesforce Platform Operations support. This role is responsible for managing day-to-day support tickets, monitoring platform performance, troubleshooting Salesforce user issues, performing routine data maintenance / bulk data loads and providing light QA assistance. Working closely with cross-functional teams, you will help resolve production issues, document support processes, and ensure that operational workflows run smoothly and meet quality standards.
Job Description & Key Responsibilities
Tier 1 Support & Issue Resolution
Monitor Salesforce platform performance and errors, create necessary bug tickets or perform other necessary actions as instructed depending on the severity of the issue
Manage and resolve day-to-day Salesforce support tickets, ensuring timely responses and high-quality resolution for business users.
Perform basic Salesforce troubleshooting and diagnostic tasks to identify and resolve user-reported system issues.
Escalate complex technical issues to senior engineers or developers while maintaining clear communication with the affected business stakeholders.
Perform regular data load operations (import, update, export, upsert) using data management tools while maintaining data integrity and accuracy.
Salesforce & Business Analysis
Provide daily operational support for the Salesforce platform, including user permissions, basic configuration updates, and data integrity checks.
Perform regular data maintenance and cleanup activities to ensure Salesforce records remain accurate and actionable for the business.
Assist the QA team with light testing tasks, such as smoke testing and regression testing of support-related fixes and enhancements.
Participate in story refinement and requirement gathering sessions to ensure clear project scope and execution.
Automation & Process Improvement
Create and maintain process documentation for common support issues and resolution workflows to improve team efficiency.
Support basic QA testing efforts for new features or bug fixes to ensure operational stability before deployment.
Identify, track, and communicate testing risks, dependencies, and defects to team leads and project managers.
Continuously build technical skills, domain knowledge, and testing capabilities to support increasingly complex systems.
Required Skills & Qualifications
Experience:
0–2 years of experience in Business Analysis, Systems Analysis, Quality Assurance, or a related technology role.
Salesforce & Data Management:
Basic experience with Salesforce platform configuration and familiarity with data loading tools (e.g., Salesforce Data Loader, Workbench, or Import Wizard).
Technical Aptitude:
Understanding of software delivery lifecycles, basic API testing concepts (e.g., Postman), database fundamentals, and data integrity verification.
Problem-Solving:
Analytical mindset with a passion for troubleshooting production issues and performing root-cause analysis.
Communication & Collaboration:
Strong communication skills with an eagerness to learn from senior engineers and partner effectively across business and technical teams.
Education:
Bachelor’s of Science in Computer Science/Electronics or similar engineering/technical disciplines from a government approved university.
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