Job Description & How to Apply Below
Location: Bengaluru
Job Title
Salesforce L1 Support Engineer (End-User Support)
Location
[Hybrid]
[Nearshore / Offshore]
Experience
2–5 years in Salesforce application or CRM end-user support
Role Overview
We are looking for a Salesforce L1 Support Engineer to provide frontline, end-user support for Salesforce applications across global business teams. This role is responsible for first-contact resolution , handling day-to-day user issues, and ensuring a smooth Salesforce experience for users across time zones.
You will be the first point of contact for Salesforce users and play a critical role in driving adoption, productivity, and user satisfaction.
Key Responsibilities
End-User Support (Primary)
Act as Level 1 support for Salesforce end users.
Handle incoming incidents and service requests via ticketing system.
Provide timely, clear, and empathetic communication to users.
Resolve common user issues at first contact wherever possible.
Salesforce Functional Support
Support users on Salesforce Sales Cloud, Service Cloud, and Experience Cloud functionality.
Assist with:
Login and access issues
Profile, role, permission set assignments
Page layout and UI navigation questions
Data updates, corrections, and basic troubleshooting
Report and dashboard access issues
Guide users on best practices and standard operating procedures.
Incident & Ticket Management
Accurately log, categorize, and prioritize tickets.
Follow defined SLAs and escalation procedures .
Perform initial troubleshooting and root-cause identification.
Escalate complex issues to L2/L3 with proper documentation.
Knowledge & Self-Service Enablement
Create and update knowledge articles, FAQs, and runbooks .
Reuse knowledge to improve first-contact resolution .
Identify repeat issues and suggest improvements or automation.
Global Support Operations
Participate in shift-based, follow-the-sun support model .
Ensure smooth handovers across regions and time zones.
Adhere to support processes and quality standards.
Required Skills & Experience
Must-Have
Hands-on experience providing Salesforce L1 / end-user support .
Strong understanding of Salesforce profiles, roles, permission sets , and basic security model.
Experience with ticketing tools (Service Now, Jira Service Management, Salesforce Service Cloud).
Strong communication skills — able to explain solutions in simple, user-friendly language.
Customer-first mindset with patience and empathy.
Nice-to-Have
Salesforce Administrator certification (preferred but not mandatory).
Experience supporting global users in an enterprise environment.
Basic understanding of integrations and data flows (for triage purposes).
Familiarity with ITIL incident and request management.
Behavioral & Soft Skills (Critical)
Calm and professional under pressure.
Strong ownership and follow-through.
Comfortable working across cultures and time zones.
Willingness to work in shifts and support peak business hours.
Team player who actively shares knowledge.
Success Metrics
First-contact resolution rate.
SLA compliance.
End-user satisfaction (CSAT).
Quality of ticket documentation and escalations.
Contribution to knowledge base and process improvements.
Ideal Candidate Profile
Enjoys helping users and solving problems.
Treats Salesforce support as a service , not just ticket handling.
Curious, detail-oriented, and continuously improving.
Wants to grow into L2 support, Admin, or Platform roles over time.
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