Role Overview:Seeking an experienced Salesforce Production Support Engineer to provide L2/L3 support for Salesforce applications, ensuring platform stability, issue resolution, and continuous improvement of business-critical processes. The role requires strong expertise in Salesforce administration, troubleshooting, incident management, and stakeholder communication.
Key Responsibilities:- Provide day-to-day production support for Salesforce Sales Cloud, Service Cloud, and custom applications.
- Analyze, troubleshoot, and resolve incidents, defects, and user-reported issues within established SLAs.
- Perform root cause analysis (RCA) and implement preventive measures to minimize recurring issues.
- Monitor application health, integrations, batch jobs, and data quality.
- Manage user access, profiles, roles, permission sets, and security configurations.
- Support deployments, hotfixes, and release activities across environments.
- Work closely with business users, developers, and cross-functional teams to resolve production challenges.
- Create and maintain support documentation, knowledge articles, and operational runbooks.
- Participate in on-call support and major incident management activities.
Required Skills:- Strong experience with Salesforce Administration and Production Support.
- Knowledge of Apex, Triggers, SOQL, Lightning Web Components (LWC), and Aura Components.
- Hands-on experience with Salesforce Service Cloud and Sales Cloud.
- Experience supporting integrations using REST/SOAP APIs, Middleware, or ETL tools.
- Proficiency in troubleshooting workflows, flows, validation rules, and automation processes.
- Familiarity with Salesforce reports, dashboards, and data management tools.
- Experience with deployment tools such as Copado, Gearset, Change Sets, or Salesforce DX.
- Knowledge of ITIL processes including Incident, Problem, Change, and Release Management.
Qualifications:- 8+ years of experience.
- Salesforce Administrator Certification.
- Salesforce Platform App Builder or Platform Developer Certification.
Preferred Skills:- Experience working in Agile/Scrum environments.
- Exposure to ServiceNow, Jira, and monitoring tools.
