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.
  
  

Technical Skills

Required Skills & Qualifications

• 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

• Amazon S3
• IAM Roles & Permissions
• 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.