Software Engineer I - Salesforce

Internal stakeholder focused Tier 1 Support Specialist with a primary focus on business operations, Salesforce troubleshooting, and Lead-to-Order (L2O) ticket management. Hands-on experience resolving day-to-day operational issues, performing data maintenance, and providing light quality assurance (QA) assistance. Skilled in partnering with business stakeholders to resolve production tickets, maintain system integrity, and support end-to-end business processes. Eager to expand technical support capabilities while ensuring high-quality system performance through diligent issue resolution and testing support.

Job Role Overview

Job Title: Tier 1 Support Specialist

Job Level: SWE1 (Entry to Junior Level)

Department: Product & Engineering / Technology Delivery

Role Type: Full-time

The Tier 1 Support Specialist serves as the primary point of contact for daily business operations, specifically focusing on Salesforce and Lead-to-Order (L2O) support. This role is responsible for managing day-to-day support tickets, troubleshooting Salesforce user issues, and performing routine data maintenance. Additionally, you will provide light QA assistance to ensure system changes align with business needs. Working closely with cross-functional teams, you will help resolve production issues, document support processes, and ensure that operational workflows run smoothly and meet quality standards.

Job Description & Key Responsibilities

Tier 1 Support & Issue Resolution

• Manage and resolve day-to-day Lead-to-Order (L2O) support tickets, ensuring timely responses and high-quality resolution for business users.
• Perform basic Salesforce troubleshooting and diagnostic tasks to identify and resolve user-reported system issues.
• Escalate complex technical issues to senior engineers or developers while maintaining clear communication with the affected business stakeholders.
• Perform regular data load operations (import, update, export, upsert) using data management tools while maintaining data integrity and accuracy.

Salesforce & Business Analysis

• Provide daily operational support for the Salesforce platform, including user permissions, basic configuration updates, and data integrity checks.
• Perform regular data maintenance and cleanup activities to ensure Salesforce records remain accurate and actionable for the business.
• Assist the QA team with light testing tasks, such as smoke testing and regression testing of support-related fixes and enhancements.
• Participate in story refinement and requirement gathering sessions to ensure clear project scope and execution.

Automation & Process Improvement

• Create and maintain process documentation for common support issues and resolution workflows to improve team efficiency.
• Support basic QA testing efforts for new features or bug fixes to ensure operational stability before deployment.
• Identify, track, and communicate testing risks, dependencies, and defects to team leads and project managers.
• Continuously build technical skills, domain knowledge, and testing capabilities to support increasingly complex systems.

Required Skills & Qualifications

• Experience: 0–2 years of experience in Business Analysis, Systems Analysis, Quality Assurance, or a related technology role.
• Salesforce & Data Management: Basic experience with Salesforce platform configuration and familiarity with data loading tools (e.g., Salesforce Data Loader, Workbench, or Import Wizard).
• Technical Aptitude: Understanding of software delivery lifecycles, basic API testing concepts (e.g., Postman), database fundamentals, and data integrity verification.
• Problem-Solving: Analytical mindset with a passion for troubleshooting production issues and performing root-cause analysis.
• Communication & Collaboration: Strong communication skills with an eagerness to learn from senior engineers and partner effectively across business and technical teams.

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