Salesforce Support Engineer (Techno Functional)

• Should be ready for 24*7 Support Project (Working in shifts).
• Provide resolutions to support tickets(L2&L3) to the user issues within SLA.
• Handle change requests in SFDC.
• Help users develop or fine-tune reports so they yield meaningful metrics.
• Set up and terminate users, assign roles and profiles to reflect organizational changes or users new duties.
• Expand or refine sharing rules and access privileges so records can be properly viewed and manipulated.
• Monitor time-based workflow and scheduled APEX queues to make sure there are no unexpected entries.
• Examine SFDC error and debug logs for any surprises. For any external application that synchronizes data with SFDC, look at its error logs to see if a new error pattern has developed.
• Look at the login history table to spot any user lockouts, excessive login errors, and unexpected IP addresses.
• Deal with SSO, two-factor authentication, and certificate problems. Adding new white-listed IP addresses.
• Archive or purge documents (in all four places where SFDC hides them), emails, and tasks to control data storage usage and adhere to company s document/email retention policies.

Skills Required

• Should be able to map the business requirement to sales cloud/service cloud features and functionality.
• Very good understanding of cases, quotes, products, opportunities, orders, account