Support Operations Engineer - Intermediate

Overview

Support Operations Engineer (Intermediate) providing end-to-end technical resolution for client support requests in Equifax BusinessConnect, a Salesforce managed package application.

What you'll do

• Manage incident resolution from intake and triage through final issue resolution.
• Design, test, and deploy safe hotfixes using Apex, Lightning Web Components (LWC), and Salesforce Flows.
• Identify and fix failures in legacy Workflows/Process Builders and modern Lightning Flows.
• Troubleshoot integration issues by analyzing XML, JSON, and REST/SOAP logs.
• Conduct deep-dive root cause analysis using Salesforce Debug Logs, Developer Console, and browser developer tools.
• Lead ticket intake in ServiceNow and translate defects into prioritized Jira user stories with acceptance criteria.
• Oversee Salesforce/BusinessConnect user provisioning, permission set mapping, and license auditing.

What you'll need

• 2+ years of experience with Apex for troubleshooting, debugging, and test class development.
• Current Salesforce Certified Platform Developer I (PDI).
• Current Salesforce Certified Administrator with 2+ years of experience with Classic and Lightning views, user rights, custom settings, managed packet installation, and Apex Data Loader.
• Strong SOQL querying experience to identify record-level issues and generate technical reports.
• Jira and ServiceNow experience for Kanban boards, triage, and backlog prioritization.
• 2+ years experience in technical/development support capacity with SLA-driven resolution urgency.
• Bachelor’s degree preferred in Computer Science, MIS, or Mathematics.

Details

• Primary location: Pune, India.
• Work schedule: full time; rotational on-call/pager coverage is mandatory for escalated, high-urgency incidents.
• Work mode: hybrid.