Technical Support Engineer
Provided advanced technical support for Salesforce products including Agentforce, Data Cloud, and Digital Engagement, resolving complex customer issues with high accuracy and SLA adherence
Troubleshot and debugged issues across Salesforce orgs, including configuration, automation, integrations, and data-related problems
Worked extensively with Agentforce to support AI-driven customer service workflows, agent configurations, and automation scenarios
Supported Salesforce Data Cloud features such as data ingestion, identity resolution, calculated insights, and data modeling
Assisted customers with Digital Engagement channels including Chat, Messaging, WhatsApp, and Omni-Channel routing
Analyzed logs, debug traces, and system behavior to identify root causes and propose long-term solutions.
Collaborated with internal engineering and product teams to escalate bugs, validate fixes, and provide customer-facing updates
Created and maintained technical documentation, knowledge articles, and troubleshooting guides
Hands-on experience with Apex, SOQL, SOSL, and Triggers for backend logic and data processing
Developed and customized Lightning Web Components (LWC) and Aura Components for UI enhancements
Experience with Salesforce Flows, Process Automation, and Validation Rules
Strong understanding of Salesforce Object Model, Security Model (Profiles, Permission Sets, Sharing Rules), and Governor Limits
Familiar with Change Sets, and CI/CD concepts
Knowledge of Salesforce Debug Logs, Workbench, and Developer Console
Exposure to Salesforce DX, sandboxes, and deployment best practices