Ujjwal
Senior Technical Support Engineer- Signature Customer Success
Bengaluru,Karnataka
Summary
An AI enthusiast, Customer-focused and technically proficient Senior Technical Support Engineer at Salesforce with 6 years of experience resolving complex platform issues, advising on architecture best practices, and ensuring scalable and secure Salesforce implementations. Trusted by strategic customers to deliver value-driven solutions across Service Cloud, platform integrations, and data architecture.
Experienced in analyzing root causes, optimizing application lifecycle management, and collaborating cross-functionally with Customer Success Managers, Technical Architects, and Product teams to elevate the overall customer experience. Adept at translating complex technical challenges into actionable insights, and driving long-term success through proactive guidance and deep platform expertise.
Possesses strong command of Salesforce core and Service Cloud features, including Case Management, and Flow automation. Well-versed in APEX, LWC, REST/SOAP APIs, integration design, and large data volume strategies, with a solid foundation in security governance and performance tuning.
Eager to transition into a Success Architect role to amplify customer impact through strategic advisory, solution design excellence, and thought leadership, aligning technology with evolving business needs.
Overview
6
6
years of professional experience
6
6
Certificates
Work History
Senior Technical Support Engineer
Salesforce
Bangalore, Karnataka
09.2021 - Current
- Designed and implemented Salesforce Service Cloud solutions to streamline Case Management, Case Assignment supporting scalable service operations and reducing manual workload through intelligent automation.
- Developed reusable and scalable Lightning Web Components (LWC) using SLDS, JavaScript, GraphQL and Apex to power dynamic UIs across Service workflow.
- Delivered robust backend logic using synchronous/asynchronous Apex, including Queueable, Future, and Batch classes to handle high-volume automation use cases.
- Supported and enhanced custom REST integrations with external API's bases, ticketing systems, and partner tools using Named Credentials and secure OAuth tokens, enabling seamless case enrichment, agent context visibility, and faster resolution cycles within Service Cloud.
- Implemented Certification APP using dynamic LWC dashboards and Apex-based business logic.
- Created and Supported Salesforce-native automation for external callouts using Salesforce Flows
- Proactively identified architectural risks and anti-patterns (e.g., inefficient SOQL, suboptimal sharing models, excessive DMLs) and implemented scalable solutions to ensure platform performance and resilience.
- Implemented Application Lifecycle Management (ALM) best practices across environments using SFDX, VS Code, Git, Bamboo, and source control branching models for efficient, error-free deployments.
- Collaborated cross-functionally with Customer Success Managers, Product Owners, and GTM teams, translating strategic goals into scalable platform capabilities through iterative releases and deep solution reviews.
- Conducted code reviews, enablement sessions, and technical coaching to enforce Salesforce best practices, reusable patterns, and platform governance standards across engineering teams.
- Documented technical designs, architecture decisions, and business processes in Confluence, and tracked progress through Agile ceremonies using JIRA — supporting transparency and team alignment.
- Led a team of junior engineers, ensuring timely delivery of high-quality support services to clients.
- Achieved high client retention rates through consistent delivery of excellent technical support services tailored to individual needs.
Project Engineer- Salesforce Developer
Wipro Ltd
Bangalore, Karnataka
07.2019 - 09.2021
- Developed Lightning Components (Aura & LWC) and Apex logic to support enterprise Sales Cloud use cases, including Opportunity tracking and lead conversion flows.
- Supported end-to-end delivery of features through agile ceremonies, sprint planning, and demos in coordination with business analysts and product owners.
- Automated sales operations processes with Flows, assignment rules, and custom metadata, ensuring clean routing and data quality.
- Led critical production deployments using Bamboo, Harness and SFDX, ensuring change traceability and rollback readiness using Git and Bitbucket.
- Implemented Splunk dashboards and custom event alerts to enable real-time monitoring of platform performance and integration health.
- Optimized SOQL queries and Apex code to improve performance and reduce limits-related failures in high-volume business operations.
- Participated in functional design reviews (FDRs), UAT cycles, and post-release support efforts with multi-disciplinary engineering teams.
- Provided technical expertise throughout all phases of the project, ensuring accurate execution of designs and specifications.
- Maintained records for each project and engineering discipline.
Education
Bachelor of Engineering - Computer Science And Engineering
Visvesvaraya Technological University
Bengaluru, India 08.2015 - 05.2019
High School Diploma -
DAV Public School
Patna, India 05.2012 - 04.2014
High School Diploma -
ST. Paul's High School
Patna 04.2001 - 03.2012
Skills
Salesforce Clouds: Sales Cloud, Service Cloud
Dev Frameworks: Apex (Sync & Async), Lightning Web Components (LWC), SLDS, JavaScript
Integrations: REST/SOAP API, Platform Events, Named Credentials, OAuth, JSON/XML payloads, Slack Integration
DevOps Tools: SFDX, ANT, Git, VS Code, Workbench, DevOps Center, Bamboo
Admin & Automation: Flows, Process Builder, Validation Rules, Email-to-Lead/Case, Lead Assignment
CI/CD & Deployment: Metadata API, Git-based branching, VS Code SFDX Push/Pull, Sandbox to Prod pipelines via Devops Center
Monitoring & Logs: Splunk Dashboards, Custom Alerts, Performance Analytics
Agile: Scrum, Sprint Reviews, Functional Design Reviews (FDR), Jira
Dev Tools- Postman, SoapUI, VSCode, Workbench, Altair, Atlassian Bamboo, Data loader
Certification
Salesforce Certified Platform Developer I
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Earned commendations from the client's development team for creating dashboards and alerts that enhanced system health monitoring.
- Received appreciation from the client's tech lead for coordinating with various teams to handle Functional Design Reviews (FDR) and end-to-end (E2E) validation processes.
- Acknowledged by Wipro management for sincere teamwork, earning the "New Bright Beginning" award.
- Consistently rated as a top performer with excellent grades in annual appraisals.
- Awarded the 'Tango Card' for exceptional contributions in training the Future-Force program and continued to be a quarterly award winner.
Timeline
Senior Technical Support Engineer
Salesforce
09.2021 - Current
Project Engineer- Salesforce Developer
Wipro Ltd
07.2019 - 09.2021
Bachelor of Engineering - Computer Science And Engineering
Visvesvaraya Technological University
08.2015 - 05.2019
High School Diploma -
DAV Public School
05.2012 - 04.2014
High School Diploma -
ST. Paul's High School
04.2001 - 03.2012