Technical Support Engineer

About Ascendion

• Ascendion is an AI-native software engineering disruptor helping businesses innovate faster, smarter, and with greater impact. We partner with enterprise clients across North America, the UK, Europe, and APAC to solve complex challenges in data, experience design, software product engineering, and workforce transformation.
• Powered by expert engineers, thousands of AI agents, and our Engineering to the Power of AI (EngineeringAI) method, we deliver measurable outcomes that build trust, unlock value, and accelerate growth.

About the Role

• Location: Gurugram (Hybrid)

Key Responsibilities

• Perform in-depth analysis of incidents and provide workarounds for blocking issues.
• Collaborate with L3 to resolve production issues.
• Support L1.5 with next level triaging.
• Participate in Major Incident calls and provide required support for issue resolution.
• Have a good knowledge of Integrating applications and collaborate in case issues transcend applications.
• Perform Root Cause Analysis.
• Handle user access, data fixes and basic deployments.

Requirements & Tech Stack

Core / Must Have

• Extensive experience in Salesforce Sales and Service Cloud including Setup, Configuration, Customization, Administration and Production Support.
• Strong experience in Apex (Triggers, Classes), Flow and Debug Logs.
• Integration experience using REST API and SOAP API.
• Strong experience in Incident Management, SLA handling and Troubleshooting production issues.
• Good knowledge of SOQL for data analysis and fixes.

Primary / Should Have

• Understanding of security and sharing rules at object, field and record level.
• Understanding of Org hierarchy, roles, profiles and permission sets.
• Experience with Jira, GitHub and Agile delivery.
• Experience in handling user access, deployments and coordination with L3 teams.

Secondary / Could Have

• Salesforce Admin / App Builder Certification.
• Exposure to Omni-Channel, Email-to-Case.
• Exposure to Selenium and testing support.
• Basic understanding of monitoring and reporting.