Salesforce Solution Enigneer (Shared Services)
Job Description
Experience Required: Minimum 8 years in Salesforce ecosystem
Shared Support Experience: Minimum 2 years (preferably the most recent 2 years)
Skill Focus: 60% Technical / 40% Functional
Location: Offshore / Global Delivery Model
Role Type: Individual Contributor working closely with Offshore Solution Lead & Offshore SDM
We are seeking a highly capable Salesforce Solution Engineer to support our Shared Support Services model across multiple customers. The ideal candidate will have strong analytical and problem-solving skills, deep Salesforce platform understanding, hands-on engineering capability, and demonstrated experience in multi-customer Application Managed Support (AMS) environments.
You will play a crucial role in triage, solution design, technical build, and day-to-day support execution, working in partnership with the Offshore Solution Lead and Offshore Service Delivery Manager (SDM) to ensure smooth delivery and exceptional customer experience.
This is a hands-on engineering role designed for someone who enjoys solving real customer problems, thrives in a dynamic multi-customer environment, and understands the nuances of working in a Shared Support model.
- Enjoys support engineering, troubleshooting, and iterative problem-solving.
- Able to juggle multiple customers and priorities efficiently.
- Strong analytical thinker with a solution-first mindset.
- Comfortable working collaboratively in a structured Shared Services model.
- High accountability and ownership for ticket turnaround and quality.
- Handle daily intake, triage, diagnosis, and resolution of customer issues in a multi-customer Shared Support environment.
- Manage tickets across incidents, service requests, enhancements, and small change requests.
- Ensure SLAs, quality standards, and communication norms are met consistently.
- Perform detailed root-cause analysis across functional and technical layers.
- Break down complex issues into clear, actionable solution paths.
- Recommend the most appropriate remediation approach—config-first, tech where required.
- Strong hands-on expertise in Sales Cloud, Service Cloud, and Experience Cloud.
- Ability to assess customer needs and convert them into functional design options.
- Understand object model, security model, automations, OOTB capabilities, and CRM best practices.
- Ability to collaborate with Solution Lead to define solution proposals.
- Strong command over Salesforce technical stack:
- Apex (classes, triggers, batch, schedulers)
- Lightning Web Components (LWC)
- Flows & advanced automation
- Integrations (REST/SOAP platform events, APIs)
- Declarative + programmatic solution design
- Ability to build or enhance components when declarative options are insufficient.
- Perform code analysis, code fixes, debugging, and performance optimization.
- Work with the Solution Lead to convert requirements into low-level solution designs.
- Provide effort estimations and impact analysis for enhancement requests.
- Document solutions and configurations clearly for customer and internal teams.
- Communicate clearly with customers on ticket updates, clarifications, dependencies, and timelines.
- Work closely with analysts, testers, and cross-functional support teams.
- Ensure proactive communication on risks, delays, or ambiguity.
- Closely collaborate with:
- Offshore Solution Lead for solution pathways and design decisions.
- Offshore SDM for work allocation, prioritization, and reporting.
- Onshore SDM / Customer for solution pathways and design decisions.
- Onshore Architect for Solution Review
- Contribute to shared support engineering playbooks, documentation, and best practices.
- Minimum 8 years of total Salesforce experience.
- At least 2 years of experience working in a Shared Support / AMS / Multi-Customer Support environment.
- Strong functional understanding across Sales Cloud, Service Cloud, Experience Cloud.
- Strong technical background: Apex, LWC, Flows, Integrations, Admin configuration, Security Model.
- Demonstrated analytical and problem-solving excellence.
- Strong communicator comfortable interacting with customer stakeholders.
- Ability to work independently in a fast-paced support environment.