Salesforce Service Cloud Production Support Engineer / Lead

Our client, an IT Services and Consulting company, is looking for a Salesforce Service Cloud Production Support Engineer/Lead for their Remote location.

Responsibilities:

• As a Salesforce Production Support Engineer, you will make an impact by ensuring stability, performance, and continuous availability of the Salesforce Service Cloud production environment. You will be a valued member of the Salesforce support team and work collaboratively with development teams, business stakeholders, end users, and cross-functional technology teams to minimize disruption and deliver seamless customer service experience.
• Respond to, triage, and resolve L2/L3 production incidents impacting Salesforce Service Cloud while meeting established SLAs.
• Troubleshoot and resolve issues across Apex, Flows, Lightning Web Components (LWC), Aura components, and integrations using Salesforce debugging and monitoring tools.
• Proactively monitor production health, performance, governor limits, integration queues, and batch processes to identify and mitigate potential risks.
• Conduct root cause analysis for recurring incidents and implement permanent corrective actions to improve platform reliability and reduce ticket volume.
• Support Service Cloud configuration, customization, user administration, data management, release activities, and change management processes.

Requirements:

• 5+ years of hands-on Salesforce experience with strong production support expertise in Salesforce Service Cloud.
• Proven experience managing and resolving L2/L3 production incidents within defined SLAs.
• Strong debugging and troubleshooting skills across Apex classes, triggers, batch jobs, asynchronous processing, Flows, Lightning Web Components (LWC), and Aura components.
• Hands-on experience supporting Salesforce integrations including REST/SOAP APIs, middleware platforms, and external system callouts and hands-on experience in Apex, LWC, Flows and Aura components.
• Experience monitoring production environments, analyzing debug logs, investigating governor limit issues, and resolving batch job failures.
• Salesforce Administrator Certification.
• Salesforce Platform Developer I (PD1) Certification.
• Experience supporting Service Cloud functionality including case management, assignment rules, escalation rules, queues, page layouts, and permission sets.
• Hands-on knowledge of user administration, profiles, roles, permission sets, data management, reporting, and data quality activities.
• Experience participating in Salesforce release management, deployments, and change management processes.
• Advanced expertise in Salesforce Service Cloud production operations and platform optimization.
• Strong root cause analysis skills with a focus on preventing recurring incidents and improving platform reliability.
• Experience working closely with business stakeholders, developers, and end-user communities in enterprise environments.
• Exposure to large-scale, highly integrated Salesforce ecosystems with complex support requirements.
• Strong communication, collaboration, and customer-focused problem-solving skills.
• Knowledge of proactive monitoring, performance tuning, and continuous service improvement practices.
• Years of Experience: Salesforce Service Cloud

Why Should You Apply?

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities