Description

Key Responsibilities

· Provide L2/L3 production support for Salesforce applications including Sales Cloud, Service Cloud, Experience Cloud, and custom integrations
· Handle production incidents, service requests, and defects in line with defined SLAs
· Monitor system health, batch jobs, integrations, data loads, and scheduled processes
· Perform root cause analysis (RCA) for recurring issues and implement permanent preventive fixes
· Coordinate with business users, development, QA, and DevOps teams for issue resolution and enhancements
· Support deployments, hotfixes, release activities, and post-deployment validation
· Manage user access, profiles, roles, permission sets, and security-related requests
· Perform data fixes, data loads, and clean-up activities using Salesforce Data Loader
· Maintain operational documentation, known error logs, support runbooks, and SOPs
· Ensure adherence to ITIL processes including Incident, Problem, and Change Management
· Communicate clearly with stakeholders on issue status, risks, and resolutions
· Provide on-call and weekend production support as required

Required Skills & Experience

· Strong hands-on experience in Salesforce Production Support (L2/L3)
· Good understanding of Salesforce data model, security model, workflows, validation rules, and automation
· Experience with Salesforce Sales Cloud, Service Cloud, and Experience Cloud
· Knowledge of integrations, batch jobs, scheduled processes, and data interfaces
· Experience working with ticketing tools such as ServiceNow, JIRA, or similar
· Ability to analyze logs, debug issues, and work under production pressure
· Strong understanding of ITIL / support processes
· Salesforce App Builder and Platform Developer I certification preferred
· Excellent communication and stakeholder management skills

Key Skills

Education

Bachelor's degree