L2 Support Engineer (Salesforce) Job Responsibilities • Investigate and troubleshoot complex customer-reported issues in Salesforce production environments. • Perform root cause analysis (RCA) by analysing debug logs, Apex execution, Flow behaviour, platform events, SOQL queries, and Lightning components. • Read and understand Apex code, Triggers, Batch Apex, Queueables, Scheduled Jobs, and Flows to identify functional or technical issues. • Reproduce customer issues in internal environments and validate potential fixes. • Work closely with Product Engineering to escalate product defects and provide detailed technical analysis. • Collaborate with QA teams to verify fixes and ensure product quality before deployment. • Participate in patch releases by validating fixes, monitoring deployments, and supporting post-release verification. • Debug issues involving Salesforce security model, sharing, profiles, permission sets, field-level security, and object permissions. • Investigate integration issues involving REST APIs, Callouts, Named Credentials, Remote Site Settings, OAuth, and external systems. • Analyze governor limit exceptions, asynchronous processing, performance bottlenecks, and data integrity issues. • Prepare clear technical documentation, RCA reports, and knowledge base articles for recurring issues. • Work directly with customers and internal stakeholders during troubleshooting sessions and technical calls. • Coordinate with Salesforce Support for platform-related issues when required. Soft Skills • Excellent analytical and problem-solving skills. • Strong debugging and logical reasoning abilities. • Ability to communicate technical concepts clearly to both technical and non-technical stakeholders. • Customer-first mindset with strong ownership of issues. • Ability to work effectively in a fast-paced product environment. • Strong collaboration skills with Engineering, QA, Product Management, and Customer Success teams. Salesforce Development • Strong understanding of Apex, Triggers, SOQL, SOSL, Batch Apex, Queueable Apex, Future Methods, and Scheduled Apex. • Good understanding of Lightning Experience, Aura Components, and Visualforce. • Experience working with Salesforce Flows. • Understanding of Salesforce governor limits and performance optimization. Salesforce Administration • Security Model (Profiles, Permission Sets, Sharing Rules, Roles, FLS, CRUD) • Validation Rules • Process Automation • Custom Metadata Types and Custom Settings Debugging & Troubleshooting • Strong ability to analyse Debug Logs. • Root Cause Analysis (RCA) skills. • Ability to trace transactions across multiple automation layers (Triggers, Flows, Validation Rules, Process Builder, Apex). • Experience troubleshooting asynchronous jobs and platform events. • Ability to identify whether an issue is due to product code, customer configuration, or Salesforce platform limitations. Integrations • REST APIs • Web Services • HTTP Callouts • OAuth Authentication Release & Quality • Experience supporting production deployments and patch releases. • Understanding of SDLC and release management. • Familiarity with Git-based version control. • Experience validating bug fixes before release. Key skill sets include: • Salesforce Admin, Apex, Aura Framework/LWC, HTML, CSS, and JavaScript. • Experience with AWS services (EC2, S3, RDS, CloudWatch). • Proficiency in reading logs, querying databases, and understanding REST APIs. • Ready to learn cross-functional technology. • Good team player and contributor. • Very good coordination, planning & management skills. • Strong debugging skills. • Good communication - written and verbal. • Problem-solving skills