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Job Description
Roles & Responsibilities
The Job in a Nutshell
We re looking for a Salesforce Support Engineer who will serve as the backbone of our internal and external support operations. This role is perfect for someone who has deep hands-on experience with Salesforce (Sales Cloud & Service Cloud), understands the urgency and precision required in high-growth SaaS environments, and thrives on solving complex technical issues that directly impact business performance and customer satisfaction.
You will be responsible for triaging, troubleshooting, and resolving Salesforce issues, supporting integrations, ensuring data accuracy, and maintaining a smooth day-to-day operation for our teams. If you re passionate about support excellence, scalable processes, and delivering high-impact solutions you ll feel right at home here.
What You Will Do Own Salesforce Support Operations
- Handle, triage, and resolve Salesforce Sales Cloud and Service Cloud support tickets efficiently.
- Perform deep-dive analysis to identify root causes, configuration gaps, access issues, and data inconsistencies.
- Maintain user roles, profiles, permission sets, and troubleshoot access-related challenges.
- Execute data import/export operations using Data Loader and ensure accuracy in data-related fixes.
- Write SOQL/SOSL queries to validate cases, troubleshoot issues, and verify system behavior.
- Assist with Salesforce integration troubleshooting including REST/SOAP API interactions.
- Support regression and functional testing for fixes, enhancements, and releases.
- Collaborate with teams working on CI/CD and release management tools (e.g., Copado, Gearset).
- Work closely with developers, admins, product managers, QA, and business stakeholders to ensure smooth resolution cycles.
- Document findings, prepare clear reports, and maintain high SLAs and support standards.
- Prioritize issues effectively, manage multiple tickets within Agile/Scrum cycles, and maintain excellent communication throughout the lifecycle.
Desired Candidate Profile
Education & Experience
- Bachelor s degree in Computer Science, IT, or related field.
- 5 7 years of experience in technical support roles, ideally in product-driven or SaaS environments.
- Strong hands-on experience with Sales Cloud & Service Cloud.
Salesforce Core Skills
- Deep knowledge of standard/custom objects, validation rules, workflows, role hierarchies, and org configuration.
- Proficiency in case management, troubleshooting, incident handling, and escalation processes.
- Familiarity with user setup, access troubleshooting, and admin-level configuration.
Technical Skills
- Strong SOQL/SOSL querying abilities.
- Basic programming knowledge in Apex, Java, or JavaScript (for debugging or coordinating with development).
- Understanding of Salesforce APIs and integration concepts.
- Awareness of CI/CD tools such as Copado or Gearset.
Soft Skills
- Strong analytical problem-solving skills.
- Clear communication and documentation abilities.
- Customer-centric mindset with a focus on maintaining SLAs.
- Ability to thrive in fast-paced, cross-functional environments.
Certifications (Highly Valued)
- Salesforce Certified Administrator (Highly Preferred)
- Salesforce Advanced Administrator (Nice to Have)
- Salesforce AI Associate / Agentforce (Nice to Have)
Bonus Skills
- Experience with integrations (MuleSoft, ETL tools).
- Knowledge of Field Service Lightning, CPQ, or Omnistudio.
- Experience in data migration and advanced troubleshooting.
Company Industry
- IT - Software Services
Department / Functional Area
- IT Software
Keywords
- Salesforce Support Engineer
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Foodics
We are Foodics! A leading restaurant-tech ecosystem and payment technology provider empowering business owners across the MENA region. Since 2014, Foodics has grown from a startup in Riyadh into a multinational scale-up with offices in Saudi Arabia, UAE, Egypt, Jordan, and Kuwait now supporting customers in 35+ countries worldwide. Our platform has already processed over 6 billion orders (yes billion with a B ) and continues to be one of the fastest-growing SaaS companies to emerge from the region. Backed by multiple funding rounds including a landmark $170M round, the largest SaaS raise in MENA we re on a mission to innovate, scale, and deliver world-class technology that powers the future of F&B.