Salesforce L1 Support Engineer (End-User Support)
Ness Digital EngineeringRole Overview
Ness Digital Engineering is hiring a entry-level Salesforce L1 Support Engineer (End-User Support). This is a full-time hybrid role, based in Hyderabad. Full responsibilities, required qualifications, and the apply link are listed in the description below.
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Job Description
Description
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.
Frequently Asked Questions
How do I apply for the Salesforce L1 Support Engineer (End-User Support) position at Ness Digital Engineering?
Use the Apply button above to submit your application directly to Ness Digital Engineering. Most applications take less than 5 minutes if your resume and contact details are ready, and you'll be routed to the employer's official application system to finish.
Is the Salesforce L1 Support Engineer (End-User Support) role at Ness Digital Engineering remote or in-office?
This is a hybrid role based in Hyderabad. Expect a mix of in-office and remote days, with the specific cadence set by the hiring manager.
What does a Salesforce L1 Support Engineer (End-User Support) at Ness Digital Engineering earn?
Ness Digital Engineering has not disclosed a salary range in this posting. Many employers share specifics later in the interview process; you can also ask during a recruiter screen if compensation transparency is important to you.
When was the Salesforce L1 Support Engineer (End-User Support) role at Ness Digital Engineering posted?
This role was posted on April 8, 2026 (69 days ago). It's still listed as actively hiring; we re-confirm openings against the source system multiple times per day and remove closed roles.
Is the Salesforce L1 Support Engineer (End-User Support) role at Ness Digital Engineering entry-level?
Yes. This is an entry-level position. Strong candidates typically have 0-2 years of relevant work experience, internships, or significant project work. Read the full description for any specific qualification requirements Ness Digital Engineering has listed.
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