As a Salesforce Sustaining Engineer at RingCentral, you will be responsible for providing advanced troubleshooting and customer support for a quoting software product built on Salesforce. Your role will involve resolving complex production issues, ensuring system stability, and delivering high-quality support to customers and internal stakeholders. **Key Responsibilities:**
Act as the highest level of escalation for complex customer-reported issues
Diagnose and resolve production issues across Salesforce (Lightning), APIs, and web applications
Perform in-depth root cause analysis and clearly document findings and recommended solutions
Analyze logs, system behavior, and integrations to identify and resolve issues efficiently
Support and troubleshoot integrations between Salesforce and external systems
Maintain and improve support documentation, knowledge base articles, and troubleshooting guides
Participate in on-call rotations as needed to support critical incidents
**Required Qualifications:**
5+ years of experience in technical support, application support, or a related role
Strong experience troubleshooting Salesforce environments (Lightning, data models, configurations)
Experience diagnosing API and integration issues (REST/SOAP, JSON)
Ability to analyze logs, system errors, and performance issues across distributed systems
Familiarity with version control and release processes (read-only/support perspective)
Strong analytical and problem-solving skills
**Preferred Qualifications:**
Experience supporting CPQ (Configure, Price, Quote) systems
Understanding of SaaS application support in a production environment
Experience working in customer-facing escalation or Tier 3 support roles
**Soft Skills:**
Excellent communication skills, especially in explaining technical issues to non-technical stakeholders
Strong customer focus and sense of ownership
Ability to stay calm and effective during high-severity incidents
Collaborative mindset when working with cross-functional teams
*Work Location: Bangalore - Hybrid* As a Salesforce Sustaining Engineer at RingCentral, you will be responsible for providing advanced troubleshooting and customer support for a quoting software product built on Salesforce. Your role will involve resolving complex production issues, ensuring system stability, and delivering high-quality support to customers and internal stakeholders. **Key Responsibilities:**
Act as the highest level of escalation for complex customer-reported issues
Diagnose and resolve production issues across Salesforce (Lightning), APIs, and web applications
Perform in-depth root cause analysis and clearly document findings and recommended solutions
Analyze logs, system behavior, and integrations to identify and resolve issues efficiently
Support and troubleshoot integrations between Salesforce and external systems
Maintain and improve support documentation, knowledge base articles, and troubleshooting guides
Participate in on-call rotations as needed to support critical incidents
**Required Qualifications:**
5+ years of experience in technical support, application support, or a related role
Strong experience troubleshooting Salesforce environments (Lightning, data models, configurations)
Experience diagnosing API and integration issues (REST/SOAP, JSON)
Ability to analyze logs, system errors, and performance issues across distributed systems
Familiarity with version control and release processes (read-only/support perspective)
Strong analytical and problem-solving skills
**Preferred Qualifications:**
Experience supporting CPQ (Configure, Price, Quote) systems
Understanding of SaaS application support in a production environment
Experience working in customer-facing escalation or Tier 3 support roles
**Soft Skills:**
Excellent communication skills, especially in explaining technical issues to non-technical stakeholders
Strong customer focus and sense of ownership
Ability to stay calm and effective during high-severity incidents
Collaborative mindset when working with cross-functional teams
*Work Location: Bangalore - Hybrid*
