Salesforce/MuleSoft Support Engineer

Responsibilities

• Provide day-to-day production support for Salesforce CRM and MuleSoft Anypoint Platform issues, including incident triage, troubleshooting, resolution, and escalation.
• Troubleshoot API, integration, data transformation, authentication, connectivity, and application issues across Salesforce, MuleSoft, and connected enterprise systems.
• Monitor MuleSoft applications, APIs, queues, logs, alerts, and integration performance to maintain reliability, availability, and timely issue resolution.
• Support Salesforce administration activities such as user access, profiles, permission sets, roles, reports, dashboards, flows, validation rules, and configuration updates.
• Analyze failed transactions, data synchronization issues, API errors, and batch processing exceptions; coordinate corrective actions with technical and business teams.
• Assist with deployment support, release validation, regression testing, and post-production verification for Salesforce and MuleSoft changes.
• Create and maintain support documentation, runbooks, knowledge articles, issue logs, and standard operating procedures.
• Collaborate with vendors, business users, developers, and infrastructure teams to resolve issues and improve operational support processes.
• Ensure changes and support activities comply with organizational security, audit, and change management policies.
• Identify recurring issues, recommend process improvements, and support automation opportunities to reduce manual support effort.

Qualifications

• 7+ years of experience in application support, integration support, Salesforce administration, MuleSoft support, or similar technology roles.
• Hands-on experience supporting Salesforce CRM, including user setup, security model, objects, fields, page layouts, flows, reports, dashboards, and data quality issues.
• Working knowledge of MuleSoft Anypoint Platform, including Runtime Manager, API Manager, Exchange, Design Center, Anypoint Studio, CloudHub, and application logs.
• Strong understanding of REST/SOAP APIs, JSON, XML, HTTP/S, OAuth, SAML, certificates, and common integration patterns.
• Experience troubleshooting DataWeave mappings, API errors, batch jobs, queues, file transfers, and data synchronization issues.
• Familiarity with SQL, relational databases, API testing tools, log analysis, and monitoring tools.
• Understanding of change management, incident management, release support, and production support best practices.
• Excellent communication and documentation skills with the ability to explain technical issues to business and technical stakeholders.
• Ability to work independently and collaboratively in a fast-paced, remote support environment.
• Experience in financial services, banking, or regulated environments is preferred.

Preferred Certifications (a plus)

• Salesforce Certified Administrator
• Salesforce Platform App Builder
• Salesforce Certified MuleSoft Developer
• Salesforce Certified MuleSoft Integration Foundations
• ITIL Foundation, CompTIA Security+, or equivalent production support certification