Support Operations Engineer - Intermediate

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds,  and make a meaningful impact, we want to hear from you.

Equifax is seeking an experienced Support Engineer with a strong foundation in Salesforce development and administration.  The Support Engineer is a key technical resource for the Equifax BusinessConnect application. Business Connect is a Salesforce managed package application. This role focuses on the end-to-end resolution of Client support requests, ensuring high-urgency issues are addressed within established SLAs. You will act as a technical problem-solver, utilizing Salesforce, Apex, and API expertise to troubleshoot production defects and implement functional fixes. From managing Jira Kanban boards to performing deep-dive data research, you ensure that our Clients’ environments remain performant, secure, and properly configured.

What you will do

• Incident Resolution Ownership: End-to-end Client support process, including intake, communication, triage, and direct oversight of issues through final resolution.

• Targeted Bug Fixing: Design, test, and deploy safe hotfixes using Apex, Lightning Web Components (LWC), and Salesforce Flows without disrupting existing architecture or breaking adjacent functionalities.

• Legacy & Modern Logic Support: Identify and fix failures within legacy Workflows/Process Builders and modern Lightning Flows.

• API & Data Diagnostics: Resolve integration hurdles by analyzing XML, JSON, and REST/SOAP Logs

• Advanced Root Cause Analysis (RCA): Conduct deep-dive investigations using Salesforce Debug Logs, Developer Console, and Browser Developer Tools to isolate the "why" behind failures and implement permanent fixes.

• Advanced Data Inquiry & Research: Perform deep-dive research and data extraction using Salesforce Workbench, Data Loader, and Developer Console to fulfill custom Client requests providing technical clarity on complex "how-to" and "what-if" scenarios.

• ServiceNow & Agile Lifecycle: Lead the ticket intake process within ServiceNow, performing technical validation before translating production defects into prioritized User Stories in Jira with clear technical requirements and acceptance criteria.

• Transparent Client Communication: Act as the primary technical point of contact for incidents; conduct deep-dive discovery to elicit diagnostic data (logs, reproduction steps) while providing consistent, clear, and timely updates to maintain high Client trust.

• SLA Compliance & Reporting: Monitor the ticket queue to ensure timely responses and produce weekly status reports for leadership regarding customer support trends and resolution timelines.

• License & Access Management: Oversee Salesforce and BusinessConnect user provisioning and permission set mapping and license auditing.

• Note on Expanded Support Schedule:  Given our global client base, this role necessitates a non traditional schedule to provide comprehensive support coverage outside of standard India business hours and throughout weekends. Rotational on-call/pager availability is mandatory for handling escalated, high-urgency incidents

What experience you need 

• Bachelor's degree (Computer Science, MIS, or Mathematics preferred).

• Strong written and oral communication skills, with a proven ability to maintain clarity and professionalism when managing high-pressure production outages and post-incident summaries.

• Current Salesforce Certified Platform Developer I (PDI).Development: 2+ years of experience with Apex, including troubleshooting, debugging, and test class development. 

• Current Salesforce Certified Administrator with 2+ years of experience with Classic and Lightning views, user rights, custom settings, managed packet installation and Apex Data Loader.

• Process Architecture: Strong working knowledge of Synchronous vs. Asynchronous processing (Future methods, Queueables, Batch Apex, Schedulable classes) and troubleshooting background job limits. 

• Data Mastery: Strong SOQL querying experience to identify record-level issues and generate technical reports.

• Prior experience in a technical/development support capacity with a strong sense of urgency and commitment to SLA-driven resolution.

• Jira and ServiceNow experience or similar tools (maintaining Kanban boards, triage, and backlog prioritization).

What could set you apart

• The "Calm in the Storm": Proven ability to manage high-pressure situations such as production outages and communicate clearly with anxious Client stakeholders.

• Experience drafting comprehensive post-incident summaries and "Lessons Learned" reports to drive platform stability.

• FinTech Knowledge: Specific experience with commercial banking, credit decisioning, or risk management software.

We offer a hybrid work setting, comprehensive compensation and healthcare packages, attractive paid time off, and organizational growth potential through our online learning platform with guided career tracks.

Are you ready to power your possible?  Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!

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