Full-time
Salesforce Support Developer (L1 Support)
Posted on 24 November 25 by Laks
- India
- $ - $
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Job Description
Salesforce Support Developer (L1 Support)Location: Remote / Noida (US Time Zone Coverage)
Experience: 2–3 years
Full Time
Position 1: Weekend night shift position. Wed through Sun with 6 hours/day during weekdays and 12
hours/day night shift during weekend
• 9:00 PM to 9:00 AM IST during weekends
• 7:00 AM to 1:00 PM IST during weekdays
Position 1: Weekend day shift position. Sat through Wed with 6 hours/day during weekdays and 12
hours/day during weekend
• 9:00 AM to 9:00 PM IST during weekends
• 7:00 AM to 1:00 PM IST during weekdays
About the Role
We are looking for a committed and proactive Salesforce Support Developer to provide Level 1 (L1) support for a complex and high-availability Salesforce Service Cloud application. The ideal candidate must have a strong sense of ownership, accountability, and a service-oriented mindset, with the ability to respond and resolve issues within clearly defined SLAs.
This role requires weekend coverage on a rotational basis and close collaboration with L2/L3 technical teams.
Key Responsibilities
• Serve as the first line of support (L1) for incidents, user queries, and service requests related to the Salesforce Service Cloud platform.
• Monitor dashboards, queues, email notifications, and automated alerts to ensure prompt acknowledgment and response.
• Perform initial triage, validations, reproduction of issues, and escalate to L2 team when required with complete documentation.
• Provide quick functional troubleshooting for standard Salesforce objects, workflows, validation rules, assignment rules, case routing, and user access issues.
• Track, update, and close tickets within defined SLA timelines, ensuring clear and timely communication with users and stakeholders.
• Maintain detailed logs of incidents, resolutions, and RCA inputs for continuous improvement.
• Support weekend operations and on-call shifts as part of a rotation.
• Ensure compliance with healthcare client’s data security, privacy, and regulatory standards.
• Collaborate with cross-functional teams to improve support processes and reduce repeat issues.
Required Skills & Experience
• 2–3 years of hands-on experience with Salesforce Service Cloud (admin + basic development).
• Strong understanding of Salesforce standard objects (Cases, Contacts, Accounts), automation tools (Flows, Process Builder), and user management.
• Ability to perform quick troubleshooting and narrow down issues efficiently.
• Basic familiarity with Apex, SOQL, reporting, dashboards, and configuration best practices.
• Experience working in ITSM tools like ServiceNow or Jira
Key Mindset & Attributes
• Strong ownership mindset — takes responsibility from issue acknowledgment to closure.
• Accountability — ensures all SLAs for response and resolution are consistently met.
• Customer-first attitude — empathetic, patient, and proactive in communications.
• Detail-oriented — documents clearly and ensures no information gaps.
• Calm under pressure — able to respond quickly in time-sensitive support scenarios.
• Flexible and dependable — willing to support weekend and after-hours operations when required.
• Team-oriented — collaborates effectively with L2 engineers and business stakeholders.
Good to Have
• Salesforce Administrator and PD1 certification.
• Exposure to healthcare or regulated industry environments.
• Experience with integration error handling (MuleSoft, API logs, middleware)