Technical Support Engineer
Salesforce
Bengaluru
08.2023 - Current
- Provided advanced technical support for Salesforce products including Agentforce, Data Cloud, and Digital Engagement, resolving complex issues while meeting SLA and quality standards
- Troubleshot and debugged Salesforce org issues across configuration, automation, integrations, and data, performing detailed root cause analysis
- Supported Agentforce AI-driven customer service workflows, agent configurations, and automation scenarios
- Worked with Salesforce Data Cloud on data ingestion, identity resolution, calculated insights, and data modeling
- Assisted customers with Digital Engagement channels such as Chat, Messaging, WhatsApp, and Omni-Channel routing
- Collaborated with engineering and product teams to escalate defects, validate fixes, and communicate resolutions to customers
- Hands-on experience in Salesforce development using Apex, SOQL, SOSL, Triggers, Lightning Web Components, Aura, and Salesforce Flows
- Strong knowledge of Salesforce security and platform architecture, including Object Model, Profiles, Permission Sets, Sharing Rules, Governor Limits, and deployment tools (Change Sets, Salesforce DX, CI/CD concepts)