Salesforce Support Developer (L1 Support)

Salesforce Support Developer (L1 Support)

Location: Remote / Noida (US Time Zone Coverage)

Experience: 2–3 years

Full Time

Position 1: Weekend night shift position.

hours/day night shift during weekend

• 9:00 PM to 9:00 AM IST during weekends

• 7:00 AM to 1:00 PM IST during weekdays

Position 1: Weekend day shift position

hours/day during weekend

• 9:00 AM to 9:00 PM IST during weekends

• 7:00 AM to 1:00 PM IST during weekdays

About the Role

We are looking for a committed and proactive Salesforce Support Developer to provide Level 1 (L1) support for a complex and high-availability Salesforce Service Cloud application. The ideal candidate must have a strong sense of ownership, accountability, and a service-oriented mindset, with the ability to respond and resolve issues within clearly defined SLAs.

This role requires weekend coverage on a rotational basis and close collaboration with L2/L3 technical teams.

Key Responsibilities

• Serve as the first line of support (L1) for incidents, user queries, and service requests related to the Salesforce Service Cloud platform.

• Monitor dashboards, queues, email notifications, and automated alerts to ensure prompt acknowledgment and response.

• Perform initial triage, validations, reproduction of issues, and escalate to L2 team when required with complete documentation.

• Provide quick functional troubleshooting for standard Salesforce objects, workflows, validation rules, assignment rules, case routing, and user access issues.

• Track, update, and close tickets within defined SLA timelines, ensuring clear and timely communication with users and stakeholders.

• Maintain detailed logs of incidents, resolutions, and RCA inputs for continuous improvement.

• Support weekend operations and on-call shifts as part of a rotation.

• Ensure compliance with healthcare client’s data security, privacy, and regulatory standards.

• Collaborate with cross-functional teams to improve support processes and reduce repeat issues.

Required Skills & Experience

• 2–3 years of hands-on experience with Salesforce Service Cloud (admin + basic development).

• Strong understanding of Salesforce standard objects (Cases, Contacts, Accounts), automation tools (Flows, Process Builder), and user management.

• Ability to perform quick troubleshooting and narrow down issues efficiently.

• Basic familiarity with Apex, SOQL, reporting, dashboards, and configuration best practices.

• Experience working in ITSM tools like ServiceNow or Jira

Key Mindset & Attributes

• Strong ownership mindset — takes responsibility from issue acknowledgment to closure.

• Accountability — ensures all SLAs for response and resolution are consistently met.

• Customer-first attitude — empathetic, patient, and proactive in communications.

• Detail-oriented — documents clearly and ensures no information gaps.

• Calm under pressure — able to respond quickly in time-sensitive support scenarios.

• Flexible and dependable — willing to support weekend and after-hours operations when required.

• Team-oriented — collaborates effectively with L2 engineers and business stakeholders.

Good to Have

• Salesforce Administrator and PD1 certification.

• Exposure to healthcare or regulated industry environments.

• Experience with integration error handling (MuleSoft, API logs, middleware)