VLink Inc

Compensation

Full Description

Role: Salesforce Support Engineer/Lead Location: Remote Experience Level: 12 - 15+ years in Salesforce Development & Support Job Description: We are seeking a Salesforce Onsite Enhancements/Support Lead to provide hands-on technical leadership for Salesforce enhancements and production support. The ideal candidate will work closely with business stakeholders, technical teams, and end users to ensure seamless system functionality, continuous improvements, and effective issue resolution. Focuses on enhancements, troubleshooting, support management, and ITIL-based incident handling, making it more of an operations-focused and system stability-heavy role. Key Responsibilities: • Technical Leadership & Support Management • Lead onsite Salesforce support operations for end users and stakeholders. • Manage L2/L3 support tickets, troubleshooting system issues, and ensuring timely resolution. • Identify root causes of recurring issues and propose long-term fixes and enhancements. • Ensure system stability and uptime, following Salesforce best practices. • Enhancements & Development • Gather business requirements and translate them into scalable Salesforce solutions. • Design and implement enhancements, customizations, and integrations in Salesforce. • Develop using Apex, Lightning Web Components (LWC), Visualforce, and Flows. • Maintain CI/CD pipelines for seamless deployments and version control. • Collaboration & Stakeholder Engagement • Work closely with business users to understand pain points and improvement areas. • Partner with offshore teams for development and support coordination. • Provide end-user training and documentation for enhancements and new features. • Integration & Data Management • Manage integrations with third-party applications (REST/SOAP APIs, MuleSoft, Middleware). • Handle data migration, cleansing, and transformation activities as needed. • Ensure data security and compliance (GDPR, HIPAA, SOX). • Process Optimization & Best Practices • Implement ITIL-based incident, problem, and change management processes. • Drive automation and process optimization to reduce manual efforts. • Stay updated on Salesforce releases and new features for potential implementation. Qualifications & Skills Required: • 12+ years of Salesforce experience in development, enhancements, and support. • Strong expertise in Sales Cloud, Service Cloud, Experience Cloud, and Field Service. • Hands-on with Apex, Lightning Web Components (LWC), Visualforce, Flows, Triggers. • Experience in Salesforce integrations (MuleSoft, REST/SOAP APIs, middleware tools). • Strong understanding of Salesforce security model, profiles, permission sets, and SSO. • Experience in DevOps (Copado, Git, Jenkins, Azure DevOps, CI/CD pipelines). • Experience with ITIL processes for incident and change management. • Excellent troubleshooting, problem-solving, and stakeholder communication skills. • Salesforce certifications (Admin, Platform Developer, Application Architect)