Salesforce L2 Support Engineer

Unison Group

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia permanent

Posted: February 16, 2026

Job Description

• Application Support Engineer, you will be responsible for acting as software detectives, providing a dynamic service by identifying and solving issues within multiple components of critical business systems.

• You are expected to be a subject matter expert, collaborate and manage the team to perform effectively. You will be responsible for team decisions, engage with multiple teams, and contribute to key decisions. Additionally, you will provide solutions to problems for your immediate team and across multiple teams.
• Advanced proficiency in Salesforce CRM Implementation is required. Advanced proficiency in ITIL Incident Management is recommended.
• Advanced proficiency in Amdocs CRM and Salesforce Experience Cloud is suggested.
Handle L2 escalations and resolve complex Salesforce issues across login, data, order, and payment processes.
Perform root cause analysis and implement preventive actions for recurring incidents.
Troubleshoot system performance, integration, and data synchronization issues.
Apply configuration fixes for UI, workflow, and notification-related errors.
Manage user roles, permissions, and access requests in compliance with security policies.
Collaborate with L3, developers, and business teams to ensure timely issue resolution.
Document solutions and update the knowledge base to support continuous improvement.
Recommend enhancements to improve platform performance and user experience.

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