Salesforce Support Engineer

This Salesforce Support Engineer role at Pentagon System And Services involves providing day-to-day support for Salesforce users, including issue resolution and query handling. You will troubleshoot and resolve incidents related to Salesforce (Sales Cloud, Service Cloud, etc.), manage user accounts, roles, profiles, and permissions, and monitor system performance to ensure data integrity. Daily responsibilities include handling tickets through the incident management system within defined SLAs, coordinating with L2/L3 teams for complex issues, assisting in report and dashboard creation, documenting issues and standard operating procedures, supporting ongoing enhancements and minor configuration changes, and acting as the primary IT SPOC for business users. You will also track recurring issues and propose preventive solutions, support UAT activities, and maintain functional documentation.

The ideal candidate must have 2-5 years of experience in Salesforce Sales Cloud and Service Cloud support with skills in user account management and incident resolution. Graduation is not required. Prior experience mentoring junior team members and contributing to internal knowledge repositories will also be viewed favorably. Excellent verbal and written communication skills are essential, along with the ability to explain complex technical concepts clearly to both technical and non-technical stakeholders. Candidates should demonstrate strong analytical thinking, attention to detail, and the ability to manage multiple priorities in a fast-paced, deadline-driven environment.