Salesforce L2/L3 Support Engineer

About the Position

Xebia is a global AI-first, digital transformation, and engineering partner. With over 25 years of experience and a team of 5,000 professionals across 16 countries, we help organizations design and build scalable products, platforms, and data-driven solutions.

We are looking for an experienced Salesforce L2/L3 Support Engineer to join an Application Management Services (AMS) team supporting the client's CRM ecosystem.

The project covers end-to-end application management and support for a complex CRM environment, including Salesforce Cloud, Cloud CRM, Marketing Cloud, integrations, APIs, middleware components, batch jobs, interfaces, and supporting services.

The team is responsible for production support, incident and problem management, application maintenance, bug fixing, enhancements, monitoring, security remediation, continuous improvement, release support, and technical documentation.

The service handles approximately 1,300 tickets per year, with defined SLA commitments and established governance processes.

You will be joining a team consisting of a Salesforce Architect, two Salesforce Engineers, and a QA Engineer. The role does not require on-call support.

The position can be based in Italy or elsewhere in the EU, provided you have at least B2+ Italian. Occasional presence in Milan may be required, expected to be approximately twice per year for 2–3 days.

Responsibilities

• Acting as a primary resolver across L2 and L3 support.
• Supporting the Salesforce platform across production support, maintenance, and continuous improvement activities.
• Investigating and resolving incidents, issues, technical activities, and service requests.
• Troubleshooting complex technical problems and performing root cause analysis.
• Supporting Salesforce development and configuration activities using Apex, SOQL, Flow, LWC, and Aura.
• Supporting production releases, deployments, and post-release activities.
• Collaborating with the Salesforce Architect, Engineers, QA, and other stakeholders.
• Ensuring timely resolution of issues in line with agreed SLA requirements.
• Working in an Italian-speaking AMS environment.

Requirements

• Italian language - at least B2+ level - is a must.
• Analyzing incidents and performing ticket triage.
• Investigating user issues, service requests, and functional problems.
• Monitoring alerts and identifying potential production issues.
• Handling complex L3 technical issues and performing code-level debugging.
• Troubleshooting performance-related issues and supporting production issue resolution.
• Participating in war rooms for critical incidents.
• Performing batch failure triage and recovery.
• Implementing changes and fixes using Apex, Flow, and LWC.
• Assessing the technical impact of managed-package updates.
• Delivering approximately 2 monthly enhancements.
• Delivering smaller improvement items with a target turnaround time of under 5 days.
• Preparing Technical Analysis, Delivery Notes, Release Notes, and Bug/Incident Reports.
• Supporting corrective and evolutionary maintenance.
• Supporting security vulnerability remediation.
• Supporting release and deployment activities using Azure DevOps and Ant-based deployment.
• Practical experience using AI-powered assistants (e.g., Claude Code, GitHub Copilot, Cursor) to improve productivity, quality, or decision-making in software delivery.
• English - at least B2.
• Work from the European Union region and a work permit are required.

Nice to Have

• Experience applying GenAI in a more structured way within the SDLC, including defined workflows, prompt patterns, or tool integrations embedded into daily work.
• Interest in and familiarity with emerging AI-driven practices (e.g., agent-based workflows, automation patterns, AI-augmented development), with a willingness to explore and experiment beyond standard approaches.

We Offer

• Opportunity to work with leading technologies including AWS, Azure, GCP, Databricks, and Snowflake.
• Strong engineering culture combined with a consulting mindset.
• Continuous focus on growth and knowledge sharing.
• Collaborative and people-first culture.

About the Company

Xebia is a global AI-first, digital transformation, and engineering partner. With over 25 years of experience and a team of 5,000 professionals across 16 countries, we help organizations design and build scalable products, platforms, and data-driven solutions.

We specialize in Artificial Intelligence, Data and Cloud, Intelligent Automation, and Digital Products, combining deep technical expertise with a strong focus on engineering excellence and a people-first culture.

In the CEE region, we’re a team of nearly 1,000 experts delivering modern applications, data platforms, and AI solutions for clients such as Millennium, ING, Play, Edenred, Arabian Drilling, FedEx, Leroy Merlin, Truecaller, Volotea, Schmitz Cargobull, and many, many more.