Salesforce L1 Support Engineer (End-User Support)

SalesforceHybrid Remote, Bangalore, India

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Description

Job Title

Salesforce L1 Support Engineer (End-User Support)

Location

[Hybrid]
[Nearshore / Offshore]

Experience

2–5 years in Salesforce application or CRM end-user support

Role Overview

We are looking for a Salesforce L1 Support Engineer to provide frontline, end-user support for Salesforce applications across global business teams. This role is responsible for first-contact resolution, handling day-to-day user issues, and ensuring a smooth Salesforce experience for users across time zones.
You will be the first point of contact for Salesforce users and play a critical role in driving adoption, productivity, and user satisfaction.

Key Responsibilities

End-User Support (Primary)

  • Act as Level 1 support for Salesforce end users.
  • Handle incoming incidents and service requests via ticketing system.
  • Provide timely, clear, and empathetic communication to users.
  • Resolve common user issues at first contact wherever possible.

Salesforce Functional Support

  • Support users on Salesforce Sales Cloud, Service Cloud, and Experience Cloud functionality.
  • Assist with:
    • Login and access issues
    • Profile, role, permission set assignments
    • Page layout and UI navigation questions
    • Data updates, corrections, and basic troubleshooting
    • Report and dashboard access issues
  • Guide users on best practices and standard operating procedures.

Incident & Ticket Management

  • Accurately log, categorize, and prioritize tickets.
  • Follow defined SLAs and escalation procedures.
  • Perform initial troubleshooting and root-cause identification.
  • Escalate complex issues to L2/L3 with proper documentation.

Knowledge & Self-Service Enablement

  • Create and update knowledge articles, FAQs, and runbooks.
  • Reuse knowledge to improve first-contact resolution.
  • Identify repeat issues and suggest improvements or automation.

Global Support Operations

  • Participate in shift-based, follow-the-sun support model.
  • Ensure smooth handovers across regions and time zones.
  • Adhere to support processes and quality standards.

Required Skills & Experience

Must-Have

  • Hands-on experience providing Salesforce L1 / end-user support.
  • Strong understanding of Salesforce profiles, roles, permission sets, and basic security model.
  • Experience with ticketing tools (ServiceNow, Jira Service Management, Salesforce Service Cloud).
  • Strong communication skills — able to explain solutions in simple, user-friendly language.
  • Customer-first mindset with patience and empathy.

Nice-to-Have

  • Salesforce Administrator certification (preferred but not mandatory).
  • Experience supporting global users in an enterprise environment.
  • Basic understanding of integrations and data flows (for triage purposes).
  • Familiarity with ITIL incident and request management.

Behavioral & Soft Skills (Critical)

  • Calm and professional under pressure.
  • Strong ownership and follow-through.
  • Comfortable working across cultures and time zones.
  • Willingness to work in shifts and support peak business hours.
  • Team player who actively shares knowledge.

Success Metrics

  • First-contact resolution rate.
  • SLA compliance.
  • End-user satisfaction (CSAT).
  • Quality of ticket documentation and escalations.
  • Contribution to knowledge base and process improvements.

Ideal Candidate Profile

  • Enjoys helping users and solving problems.
  • Treats Salesforce support as a service, not just ticket handling.
  • Curious, detail-oriented, and continuously improving.
  • Wants to grow into L2 support, Admin, or Platform roles over time.

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