L3 Support Engineer

We are seeking an experienced L3 Support Engineer to provide BAU support for Portfolio Services applications built on the Salesforce platform. The candidate will act as a bridge between business stakeholders and technical teams, ensuring smooth operations, issue resolution, and continuous improvement of business processes. The ideal candidate should possess strong communication skills, a good understanding of business processes, and hands-on Salesforce expertise to analyze, troubleshoot, and implement effective solutions.

Key Responsibilities

Production Support & Incident Management

• Provide L3 production support for Portfolio Services applications and Salesforce solutions.
  
• Analyze, troubleshoot, and resolve complex production issues within SLA timelines.
  
• Perform root cause analysis and implement preventive measures.
  
• Coordinate with cross-functional teams during incident resolution and deployments.
  
• Monitor application performance and proactively identify potential risks.
  

Business Engagement

• Act as the primary point of contact for business users regarding application issues and enhancements.
  
• Communicate effectively with stakeholders to understand business requirements and challenges.
  
• Translate business needs into technical solutions within the Salesforce ecosystem.
  
• Facilitate discussions between business teams, developers, and support teams.
  

Salesforce Solutioning

• Understand existing Salesforce configurations, customizations, and integrations.
  
• Evaluate business requirements and recommend appropriate Salesforce-based solutions.
  
• Support configuration changes, data fixes, and minor enhancements.
  
• Collaborate with development teams on solution design and implementation.
  
• Ensure solutions align with business objectives and platform best practices.
  

Change & Release Management

• Support release deployment activities and post-deployment validations.
  
• Assess impact of changes on existing business processes.
  
• Maintain support documentation, knowledge articles, and operational procedures.
  

Continuous Improvement

• Identify opportunities for process optimization and automation.
  
• Drive improvements to application stability, performance, and user experience.
  
• Participate in problem management and service improvement initiatives.
  

Required Skills & Qualifications

Technical Skills

• Strong understanding of Salesforce platform capabilities, including:
  
• Sales Cloud
  
• Service Cloud
  
• Lightning Experience
  
• Reports & Dashboards
  
• Flows and Process Automation
  
• Experience in Salesforce support, administration, or implementation.
  
• Knowledge of Salesforce data model, security model, and integrations.
  
• Experience in troubleshooting production issues and defect management.
  
• Familiarity with Agile and ITIL support processes.
  

Business & Functional Skills

• Ability to understand business processes and convert requirements into Salesforce solutions.
  
• Strong analytical and problem-solving skills.
  
• Experience working directly with business users and stakeholders.
  
• Ability to perform impact analysis and provide solution recommendations.
  

Communication Skills

• Excellent verbal and written communication skills.
  
• Ability to communicate effectively with technical and non-technical stakeholders.
  
• Strong stakeholder management and customer-service orientation.
  
• Ability to lead discussions, provide status updates, and drive issue resolution.
  

Preferred Qualifications

• Salesforce Administrator Certification.
  
• Salesforce Advanced Administrator or Platform App Builder Certification.
  
• Experience in Financial Services, Portfolio Management, or related domains.
  
• Experience supporting enterprise applications in a global environment.
  

·       Hands-on experience supporting MuleSoft APIs, integrations, and middleware solutions.

·       Knowledge of AWS services, particularly:

1.     Amazon S3

2.     IAM Roles & Permissions

3.     File Processing and Storage Solutions

Experience

• 5+ years of application support experience.
  
• 3+ years of Salesforce support/implementation experience.
  
• Proven experience working in L3 support and business-facing roles.
  

Success Criteria

• Timely resolution of production incidents.
  
• High business user satisfaction.
  
• Effective communication with stakeholders.
  
• Reduced recurring issues through root cause elimination.
  
• Successful implementation of Salesforce-based business solutions.