Description

You will own the L2/L3 production support for Salesforce applications, ensuring system stability and rapid issue resolution.

This role is on-site.

Responsibilities

• Resolve production incidents, service requests, and defects within defined SLAs for Sales Cloud, Service Cloud, and Experience Cloud.
• Perform root cause analysis (RCA) for recurring issues and implement permanent preventive fixes.
• Monitor system health, batch jobs, integrations, data loads, and scheduled processes to prevent outages.
• Coordinate with business users, development, QA, and DevOps teams for issue resolution and deployment validation.
• Manage user access, profiles, roles, permission sets, and security-related requests while maintaining support runbooks.

Required Skills

• 9+ years of hands-on experience in Salesforce Production Support (L2/L3).
• Deep understanding of Salesforce data model, security model, workflows, validation rules, and automation.
• Experience with ServiceNow, JIRA, or similar ticketing tools.
• Knowledge of integrations, batch jobs, scheduled processes, and data interfaces.
• Ability to analyze logs, debug issues, and work under production pressure.
• Strong understanding of ITIL processes including Incident, Problem, and Change Management.
• Bachelor's degree.

Preferred Skills

• Salesforce App Builder and Platform Developer I certification.
• Experience with Salesforce Data Loader for data fixes and cleanup.

Key Skills

Education

Bachelor's degree