Salesforce FSC Production Support Lead

Job summary

Provide L2/L3 production support for Salesforce FSC and Service Cloud, resolving incidents, monitoring platform health, and troubleshooting application components and integrations. Conduct root cause analysis, manage data and releases, improve platform reliability, and maintain support documentation while coordinating with technical and business teams.

Job details

Salesforce FSC Production Support Lead Location: Toronto, ON Job Type: Contract Experience: 5–10 Years Job Summary We are looking for a Salesforce FSC Production Support Lead with strong hands-on experience supporting Salesforce Financial Services Cloud (FSC) and Service Cloud environments. The ideal candidate will have strong production support, troubleshooting, Salesforce administration, data management, and incident management experience. Key Responsibilities Provide L2/L3 production support for Salesforce Financial Services Cloud (FSC) and Service Cloud applications. Respond to, triage, troubleshoot, and resolve production incidents while meeting established SLAs. Troubleshoot issues across Apex, Salesforce Flows, Lightning Web Components (LWC), Aura Components, and Salesforce integrations. Use Salesforce debugging, monitoring, and diagnostic tools to identify and resolve application issues. Proactively monitor production health, platform performance, governor limits, integration queues, batch processes, and scheduled jobs. Conduct Root Cause Analysis (RCA) for recurring production incidents and implement permanent corrective actions. Identify opportunities to improve platform reliability, stability, and performance while reducing recurring incidents and ticket volumes. Support Salesforce Service Cloud configuration, customization, administration, and user management. Perform data management activities, including data loading, data validation, data updates, and data quality troubleshooting. Support Salesforce releases, deployments, change management, and production implementation activities. Collaborate with development, functional, integration, and business teams to resolve complex production issues. Maintain production support documentation, incident records, RCA documentation, and knowledge articles. Ensure production changes follow established Salesforce governance and change management processes. Mandatory Skills 5+ years of hands-on Salesforce experience. Strong experience with Salesforce Financial Services Cloud (FSC). Strong Salesforce Production Support experience. Hands-on experience with Salesforce Service Cloud. Strong Salesforce Administration skills. Strong understanding of Salesforce Data Architecture and data management. Experience providing L2/L3 application support. Hands-on troubleshooting experience with: Apex Salesforce Flows Lightning Web Components (LWC) Aura Components Salesforce integrations Experience with Salesforce data loading and data management. Experience with production incident management, RCA, and problem management. Good understanding of Salesforce governor limits, batch processing, integration queues, and platform monitoring. Preferred Skills Salesforce FSC certification or relevant Salesforce certifications. Experience supporting enterprise-scale Salesforce environments. Experience with Salesforce release and change management processes. Knowledge of Salesforce integration patterns and middleware. Strong analytical and problem-solving skills. Excellent communication and stakeholder management skills.

What you’ll do

Provide L2/L3 production support for Salesforce FSC and Service Cloud, resolving incidents, monitoring platform health, and troubleshooting application components and integrations. Conduct root cause analysis, manage data and releases, improve platform reliability, and maintain support documentation while coordinating with technical and business teams.

Requirements

Requires 5+ years of hands-on Salesforce experience, including strong FSC, Service Cloud, administration, and production support experience. Candidates should have L2/L3 support, troubleshooting, data management, incident and problem management, platform monitoring, and governor-limit knowledge; Salesforce certifications and enterprise-scale experience are preferred.

Listed skills

• Change Management · Preferred
• Incident Management · Preferred
• Root Cause Analysis · Preferred
• data management · Preferred
• Apex · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Salesforce Financial Services Cloud
• Salesforce Service Cloud
• Production Support
• Salesforce Administration
• Apex
• Salesforce Flows
• Lightning Web Components
• Aura Components
• Salesforce Integrations
• Incident Management
• Root Cause Analysis
• Data Management
• Governor Limits
• Batch Processing
• Release Management
• Change Management

Job areas

• Technology
• Software
• Customer Service & Support
• Management & Leadership

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