Act as the highest level of escalation for complex customer-reported issues
Diagnose and resolve production issues across Salesforce (Lightning), APIs, and web applications .
Perform in-depth root cause analysis and clearly document findings and recommended solutions
Analyze logs, system behavior, and integrations to identify and resolve issues efficiently
Support and troubleshoot integrations between Salesforce and external systems
Maintain and improve support documentation, knowledge base articles, and troubleshooting guides
Participate in on-call rotations as needed to support critical incidents
Required Qualifications
5+ years of experience in technical support, application support, or a related role
Strong experience troubleshooting Salesforce environments (Lightning, data models, configurations)
Experience diagnosing API and integration issues (REST/SOAP, JSON)
Ability to analyze logs, system errors, and performance issues across distributed systems
Familiarity with version control and release processes (read-only / support perspective)
Strong analytical and problem-solving skills
Requirements
Experience supporting CPQ (Configure, Price, Quote) systems
Understanding of SaaS application support in a production environment
Experience working in customer-facing escalation or Tier 3 support roles
Soft Skills
Excellent communication skills, especially in explaining technical issues to non-technical stakeholders
Strong customer focus and sense of ownership
Ability to stay calm and effective during high-severity incidents
Collaborative mindset when working with cross-functional teams
Work Location: Bangalore - Hybrid
Additional Information
Say hello to possibilities.
It's not every day that you consider starting a new career. We're RingCentral, and we're happy that someone as talented as you is considering this role. First, a little about us, we're the global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.
We're a $2 billion company that's growing at 30+% annually and we're expanding our Product Management Team to make sure we stay ahead of the competition.
Say hello to possibilities.
Salesforce Sustaining Engineer
Job Description:
We are seeking an experienced Tier 3 Support Engineer to provide advanced troubleshooting and customer support for a quoting software product built on Salesforce. This role focuses on resolving complex production issues, ensuring system stability, and delivering high-quality support to customers and internal stakeholders.
Ringcentral · Bangalore, India