Senior Technical Support Engineer (Salesforce Platform)

Overview

Senior Technical Support Engineer providing advanced technical support for Model N Salesforce-based global products used by SaaS and RMS customers.

What you'll do

• Provide advanced support for Salesforce-based applications and related integrations, diagnosing and resolving complex issues.
• Act as primary technical point of contact for assigned customers and manage escalation communications.
• Perform root cause analysis on complex issues and review/support team RCAs.
• Organize and lead customer calls, assist with QBRs, and manage response/resolution targets.
• Create and maintain technical documentation, including troubleshooting guides and RCA articles.
• Collaborate with Product Development, CloudOps, Professional Services, and Customer Success to resolve complex issues.
• Lead product upgrades, testing, release validation, and post-deployment support.

What you'll need

• 6+ years supporting enterprise-level applications for large corporate customers and 3+ years in advanced technical support.
• Strong Salesforce platform knowledge, including architecture, security/sharing model, permissions, and core objects/features.
• Experience with Salesforce administration and hands-on Salesforce configuration/support activities.
• Experience using SQL or equivalent data query languages for troubleshooting and analysis.
• Knowledge of API integrations, data management, and Salesforce troubleshooting methodologies.
• Bachelor’s degree in Computer Science, IT, or related field.

Details

• Location: Hyderabad, India.