Salesforce L1 Support Engineer (End-User Support)

Job Title Salesforce L1 Support Engineer (End-User Support) Location [Hybrid] [Nearshore / Offshore] Experience 2–5 years in Salesforce application or CRM end-user support Role Overview We are looking for a

Salesforce L1 Support Engineer

to provide

frontline, end-user support

for Salesforce applications across global business teams. This role is responsible for

first-contact resolution , handling day-to-day user issues, and ensuring a smooth Salesforce experience for users across time zones. You will be the

first point of contact

for Salesforce users and play a critical role in driving adoption, productivity, and user satisfaction. Key Responsibilities End-User Support (Primary) Act as

Level 1 support

for Salesforce end users. Handle incoming incidents and service requests via ticketing system. Provide timely, clear, and empathetic communication to users. Resolve common user issues at first contact wherever possible. Salesforce Functional Support Support users on Salesforce

Sales Cloud, Service Cloud, and Experience Cloud

functionality. Assist with: Login and access issues Profile, role, permission set assignments Page layout and UI navigation questions Data updates, corrections, and basic troubleshooting Report and dashboard access issues Guide users on

best practices

and standard operating procedures. Incident & Ticket Management Accurately log, categorize, and prioritize tickets. Follow defined

SLAs and escalation procedures . Perform initial troubleshooting and root-cause identification. Escalate complex issues to L2/L3 with proper documentation. Knowledge & Self-Service Enablement Create and update

knowledge articles, FAQs, and runbooks . Reuse knowledge to improve

first-contact resolution . Identify repeat issues and suggest improvements or automation. Global Support Operations Participate in

shift-based, follow-the-sun support model . Ensure smooth handovers across regions and time zones. Adhere to support processes and quality standards. Required Skills & Experience Must-Have Hands-on experience providing

Salesforce L1 / end-user support . Strong understanding of Salesforce

profiles, roles, permission sets , and basic security model. Experience with ticketing tools (ServiceNow, Jira Service Management, Salesforce Service Cloud). Strong communication skills — able to explain solutions in simple, user-friendly language. Customer-first mindset with patience and empathy. Nice-to-Have Salesforce Administrator certification (preferred but not mandatory). Experience supporting global users in an enterprise environment. Basic understanding of integrations and data flows (for triage purposes). Familiarity with ITIL incident and request management. Behavioral & Soft Skills (Critical) Calm and professional under pressure. Strong ownership and follow-through. Comfortable working across cultures and time zones. Willingness to work in shifts and support peak business hours. Team player who actively shares knowledge. Success Metrics First-contact resolution rate. SLA compliance. End-user satisfaction (CSAT). Quality of ticket documentation and escalations. Contribution to knowledge base and process improvements. Ideal Candidate Profile Enjoys helping users and solving problems. Treats Salesforce support as a

service , not just ticket handling. Curious, detail-oriented, and continuously improving. Wants to grow into

L2 support, Admin, or Platform roles

over time.