Salesforce - Sustaining Engineer

Key Responsibilities

• Act as the highest level of escalation for complex customer-reported issues

• Diagnose and resolve production issues across Salesforce (Lightning), APIs, and web applications .

• Perform in-depth root cause analysis and clearly document findings and recommended solutions

• Analyze logs, system behavior, and integrations to identify and resolve issues efficiently

• Support and troubleshoot integrations between Salesforce and external systems

• Maintain and improve support documentation, knowledge base articles, and troubleshooting guides

• Participate in on-call rotations as needed to support critical incidents

Required Qualifications

• 5+ years of experience in technical support, application support, or a related role

• Strong experience troubleshooting Salesforce environments (Lightning, data models, configurations)

• Experience diagnosing API and integration issues (REST/SOAP, JSON)

• Ability to analyze logs, system errors, and performance issues across distributed systems

• Familiarity with version control and release processes (read-only / support perspective)

• Strong analytical and problem-solving skills

Preferred Qualifications

• Experience supporting CPQ (Configure, Price, Quote) systems

• Understanding of SaaS application support in a production environment

• Experience working in customer-facing escalation or Tier 3 support roles

Soft Skills

• Excellent communication skills, especially in explaining technical issues to non-technical stakeholders

• Strong customer focus and sense of ownership

• Ability to stay calm and effective during high-severity incidents

• Collaborative mindset when working with cross-functional teams

Work Location: Bangalore - Hybrid