Role overview

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:

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.