Salesforce Production Support Associate

Salesforce Production Support Associate

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)

• 5+ years of IT or application support experience, including 3+ 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.

Required / Min Qualification :

• 5+ years of IT or application support experience, including 3+ year with Salesforce

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