Salesforce Production Support Associate

Job summary

Provide Level 1/2/3 production support for business-critical Salesforce applications and integrations while ensuring system stability and SLA compliance. Manage incident, problem, and change management processes while coordinating with stakeholders and development teams to resolve technical issues.

Job details

Salesforce Production Support Associate Role SummaryProvide 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 #LI-NorthAmerica

What you’ll do

Provide Level 1/2/3 production support for business-critical Salesforce applications and integrations while ensuring system stability and SLA compliance. Manage incident, problem, and change management processes while coordinating with stakeholders and development teams to resolve technical issues.

Requirements

Requires 5+ years of IT or application support experience with at least 3 years specifically in Salesforce. A bachelor's degree in IT or a related field is required, along with Salesforce Administrator certification and a strong understanding of ITIL processes.

Listed skills

• Flows · Preferred
• Change Management · Preferred
• Incident Management · Preferred
• REST APIs · Preferred
• Troubleshooting · Preferred
• Root Cause Analysis · Preferred
• SLA Management · Preferred
• Salesforce · Preferred
• Technical Support · Preferred
• Apex · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Salesforce
• ITIL
• Incident Management
• Problem Management
• Change Management
• ServiceNow
• Apex
• SOQL
• Flows
• Lightning
• REST
• SOAP
• Troubleshooting
• Root Cause Analysis
• SLA Management
• Technical Support
• Salesforce Security
• Informatica
• Salesforce Certified Platform App Builder
• ITIL Foundation Certification
• MuleSoft
• Salesforce Object Query Language (SOQL)
• Salesforce Certified Platform Developer I
• Salesforce Apex
• Salesforce Certified Administrator
• Change Management Processes
• Salesforce Platform
• Agile Methodology
• Application Development
• Automation
• Communication
• Computer Science
• Debugging
• DevOps
• Error Messages
• ITIL 4
• IT Service Management
• Operational Excellence
• Release Management
• Service Request Management
• Single Sign-On (SSO)
• Smoke Testing
• Team Leadership
• Triage
• Troubleshooting (Problem Solving)
• API System Integration

Job areas

• Technology
• Software
• Customer Service & Support
• Data & Analytics
• Production Support Associate
• Production Worker
• Assemblers Not Elsewhere Classified
• Team Assemblers
• Miscellaneous Assemblers and Fabricators

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