Salesforce Technical Support Analyst

Basic Information






IND Pune - Business Bay

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Description and Requirements

From core to cloud to edge, BMC delivers the software and services that enable over 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise.
BU Description:
The L2 Support Team under the Support Services organization is responsible for providing L2 support for multiple applications to all the users within BMC. Some of these applications are on premise and some are SaaS based. The team provides 12 x 5 support for Low and Medium priority tickets and 24 x 7 support for Critical and High priority issues as per defined Service Level Agreement. Along with providing support, the team also helps with application verification after deployments and after infrastructure changes. Team members are encouraged to automate and many of the routine tasks have been automated by the team using various automation tools which has helped the team to take up new work and learn new technologies.

What you will be doing:
You will be responsible for providing support for Salesforce applications like Salesforce Community Cloud, for example. Job scope includes strong understanding of salesforce application admin and being able to perform the salesforce application admin activities. 

Primary Roles and Responsibilities:
You will be providing L2 support for the Salesforce Cloud applications
Must have good understanding of Salesforce objects and should know how permissions work for various objects  
You must be able to program in Apex/Java/C# 
You should be able to write Salesforce Object Query Language (SOQL) queries
You should be able to go through the logs and understand them.
Will have to investigate, understand, and help users with their requests/issues.
Will have to handle user communication over phone, instant messenger, or email.
May need to work with the development team to get defects fixed and enhancements completed.
You will need to support maintenance activities done usually over the weekend. 
Should be able to create Knowledge Base of issues and their resolution.
This is a support position with little development work involved.

Preferably a BE/MCA/BCA in Computers/Information Technology
Must have proven experience of 3-4 years experience in handling support for Salesforce applications
Must have good knowledge of Apex/Java/C#
Must have good knowledge of one scripting language (preferably Javascript)
Must have good verbal and written communication skill
Should have basic office applications skills (Word, Outlook, Excel, PowerPoint)
Will have to work in 2nd shift (3PM to 12AM) in rotation (once every 2-3 weeks).
Will have to handle on call responsibility in rotation (once every 3 weeks).
Ability to analyze application logs.
Should have knowledge of Databases and SQL queries.

Good knowledge of Salesforce Community Cloud would be a big plus
Knowledge of handling support for SaaS applications would be a plus
Understanding of basic ITIL concepts would be a plus.

It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, sex, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, protected veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors. 

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.