L3 Support Engineer at Algoleap Technologies in Hyderabad

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.