Overview

We are looking for an experienced Senior Salesforce Support Engineer to join our infrastructure team and deliver expert-level support by resolving complex technical issues, improving system functionality, and ensuring smooth user operations.

Responsibilities

  • Provide advanced Salesforce support, solving intricate technical issues and optimizing workflows
  • Prioritize and manage Jira tickets while ensuring accurate and timely documentation of resolutions
  • Handle escalated user queries through Slack, phone calls, or other communication methods
  • Review, enhance, and execute operational tasks using refined runbooks and customer guidelines
  • Create, refine, and maintain detailed technical and support documentation
  • Collaborate with cross-functional teams to identify and implement long-term system improvements
  • Contribute to process improvements and workload management within an Agile framework

Requirements

  • 3+ years of experience working with Salesforce in a technical support or operational capacity
  • Proficiency in advanced Salesforce troubleshooting, configuration, and issue resolution
  • Extensive experience with help desk platforms like Jira Service Desk for ticket triaging and resolution
  • Strong background in Atlassian Jira and managing complex cloud-based system environments
  • Solid understanding of Microsoft Windows systems at an enterprise level
  • Demonstrated ability to work independently, take ownership, and deliver impactful results
  • Advanced skills in creating and managing comprehensive technical documentation
  • Thorough knowledge and practical experience with Agile principles and processes
  • English proficiency at a B2 level to ensure effective communication and documentation

Nice to have

  • Familiarity with Atlassian Confluence
  • Background in Linux systems and navigation
  • Strong communication skills for technical and non-technical audiences

[GTS] Benefits (generic, except India)

  • International projects with top brands
  • Work with global teams of highly skilled, diverse peers
  • Healthcare benefits
  • Employee financial programs
  • Paid time off and sick leave
  • Upskilling, reskilling and certification courses
  • Unlimited access to the LinkedIn Learning library and 22,000+ courses
  • Global career opportunities
  • Volunteer and community involvement opportunities
  • EPAM Employee Groups
  • Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn