Technical Support I-Salesforce

Overview

As a Customer Support Engineer (Technical Support I-Salesforce), you are the first point of contact for customer assistance. You manage service requests, support issue resolution, and coordinate customer environment upgrades.

What you'll do

• Manage and execute customer environment upgrades following process and quality standards.
• Communicate with customers to gather information and set expectations for upgrades.
• Troubleshoot and resolve customer issues using documentation and knowledge bases.
• Handle post-upgrade queries and ensure proper case handoff to support teams.
• Collaborate with internal teams to plan and execute upgrades.
• Assist with Tier 2 support cases and participate in central call coverage as needed.

What you'll need

• 2–4 years of experience in customer-facing roles, preferably technical support or service desk.
• Strong troubleshooting and root cause analysis skills.
• Experience with SaaS technologies including XML, Web Services, HTML, Java, and JavaScript.
• Hands-on experience with relational databases such as Oracle or SQL Server.
• Mandatory exposure to Salesforce CRM.
• Ability to work independently in a remote, distributed team environment.

Details

• Location: Pune, India.
• Work may involve extended hours and weekends as needed.