The Application Support Engineer ensures the stability, performance, and reliability of the company’s global Salesforce platform. They diagnose and resolve complex application issues, provide expert-level support to all regions, and work closely with technical teams and vendors to deliver fast, high-quality solutions that minimize business disruption.

Key Responsibilities

• Manage and resolve escalated Salesforce incidents requiring advanced technical expertise.
• Analyse root causes, identify recurring issues, and contribute to continuous improvement.
• Provide technical solutions and workarounds aligned with platform best practices.
• Collaborate with developers, admins, and external partners for complex fixes and integrations.
• Safeguard system integrity, ensuring stability, security, and data quality.
• Document findings, create knowledge articles, and support Level 1 engineers when needed.
• Act as a subject-matter expert for Salesforce within the support organisation.

Qualifications

• Salesforce Certified Administrator (minimum requirement).
• Strong understanding of SOQL and three-tier application architecture.
• ITIL Foundation desirable, with proven experience in incident and problem management.
• Proficient in Windows and Microsoft Office environments.

Skills & Experience

Must have:

• Fluent in English with excellent written and verbal communication skills.
• Experience supporting large-scale CRM platforms, ideally Salesforce.
• Strong analytical and troubleshooting capabilities, capable of diagnosing complex issues.
• Experience in global or shared-service support environments.
• Ability to work autonomously and collaboratively across distributed teams.
• Strong organisational skills, with the ability to prioritise under pressure.
• Vendor and supplier management experience.
• Flexibility to support extended or weekend work when required and adapt to changing priorities.

Preferred:

• Familiarity with Salesforce ecosystem products (Sales Cloud, Service Cloud, Marketing Cloud, MuleSoft, etc.).
• Experience with integrations, data flows, and system architecture.
• Exposure to enterprise-level stakeholder engagement.