Salesforce Production Support Associate

Role: Salesforce Production Support Associate

Location: Remote

Type: Contract

Role Summary

• Provide Level 1/2 production support for business-critical Salesforce applications and integrations, following ITIL-based incident, problem, and change management processes to keep services stable and within SLAs.

Key Responsibilities:

• Monitor Salesforce production environments, alerts, scheduled jobs, and batch processes; flag issues early
• Log, triage, prioritize, and resolve incidents and service requests in the ITSM tool (e.g., ServiceNow) within SLAs
• Escalate complex issues to L3, development, or CoE teams with clear technical details
• Perform first-level troubleshooting using debug logs, API/integration logs, and error messages
• Support Major Incident Management: communicate status updates, track actions, and coordinate with stakeholders
• Contribute to Root Cause Analysis and Problem Management by identifying recurring incidents and trends
• Assist with Change and Release Management: follow approval processes, support deployments, and perform smoke testing and post-implementation checks
• Handle routine configuration tasks such as user access, permission sets, and data fixes under defined procedures
• Create and maintain SOPs, knowledge articles, and troubleshooting guides
• Track incident, SLA, and service metrics; suggest improvements and automation opportunities
• Participate in on-call and after-hours support as required

Required Skills:

• 2 4 years of IT or application support experience, including 1+ year with Salesforce
• Working knowledge of Salesforce (Apex basics, SOQL, Flows, validation rules, Lightning)
• Understanding of Salesforce security: profiles, permission sets, roles, SSO
• Basic understanding of REST/SOAP integrations and batch processes
• Solid grasp of ITIL processes: Incident, Problem, Change, Knowledge, and Service Request Management
• Strong analytical, communication, and documentation skills
• Ability to manage multiple priorities in a high-volume support environment

Preferred Skills:

• ITIL Foundation certification
• ServiceNow or similar ITSM tools
• Exposure to MuleSoft, Informatica, or Data Loader
• Experience in Agile/DevOps environments

Qualifications:

• Bachelor's degree in IT, Computer Science, or related field (or equivalent)
• 2 4 years of IT or application support experience, including 1+ year with Salesforce
• Experience in an SLA-driven production support environment
• Certifications
• Required: Salesforce Certified Administrator
• Preferred: ITIL 4 Foundation, Platform App Builder, Platform Developer I

Role Description:

Senior Salesforce Production Support Engineer

• Reporting to the IT Team Lead, the Senior Salesforce Production Support Engineer will be a key member of the Salesforce Platform Production Support team, responsible for ensuring the stability, availability, performance, and reliability of business-critical Salesforce applications and integrations.
• This role will provide Level 2/Level 3 production support, troubleshoot complex application and integration issues, perform root cause analysis, coordinate incident resolution, and implement preventive and corrective actions. The position requires strong hands-on Salesforce technical expertise along with a solid understanding of production support processes, incident management, change management, monitoring, and operational excellence.
• The Senior Salesforce Production Support Engineer will work closely with application development teams, Salesforce CoE, infrastructure teams, integration teams, business stakeholders, and third-party vendors to maintain reliable Salesforce services and ensure production issues are resolved within agreed service levels.