| Job Description: |
Description:
"• 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."
Skills Required:
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.
Essential 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."
DESIRABLE_SKILLS
"• Salesforce Administrator Certification.
• Salesforce Platform App Builder or Platform Developer Certification.
• Experience working in Agile/Scrum environments.
• Exposure to ServiceNow, Jira, and monitoring tools."
Experience Required :
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