Salesforce Production Support Engineer

The Production Support Engineer is responsible for ensuring the stability, availability, and performance of production systems and applications. This role monitors system health, troubleshoots incidents, resolves technical issues, and partners with development, infrastructure, and business teams to maintain reliable operations. The Production Support Engineer also contributes to root-cause analysis, process improvements, and operational documentation. Essential Duties & Responsibilities Monitor production systems - Track application and infrastructure performance, alerts, and system health. Troubleshoot incidents - Diagnose and resolve production issues across applications, integrations, and environments. Perform root-cause analysis - Investigate recurring issues and recommend long-term corrective actions. Support deployments and releases - Assist with production rollouts, validations, and post-deployment monitoring. Collaborate with cross-functional teams - Work with developers, QA, infrastructure, and business partners to resolve issues and improve stability. Maintain operational documentation - Update runbooks, troubleshooting guides, and support procedures. Identify process improvements - Recommend enhancements to monitoring, automation, and support workflows. Other duties as assigned - Perform additional responsibilities to support departmental and organizational needs.

• Resolve L1/L2/L3 support tickets, user access issues, and platform defects within established Service Level Agreements (SLAs).
• Monitor Experience Cloud site performance, loading speeds, login issues, and API integrations. [1
• Troubleshoot and manage Experience Builder templates, themes, custom domains, and navigation menus.
• Support sharing sets, sharing rules, audiences, and profile/permission set assignments to ensure strict data security for external community users.
• Analyze debug logs and system exceptions to pinpoint root causes for site errors or failed integrations.
• Partner with Salesforce administrators, developers, and business stakeholders during release rollouts and sandbox-to-production deployments.
• Document recurring issues, build knowledge base articles, and remediate technical debt to lower future ticket volume.
• Implement/support effective monitoring the monitoring, troubleshooting, and resolution of issues with effective root cause analysis.
• Offer expertise in diagnosing and resolving issues by implementing the necessary corrective actions and/or fixes. Ensure operational efficiency and reliability and scalability.
• Maintain documentation for process and system configurations, engineering designs, and troubleshooting procedures to support knowledge sharing.
• Work with team members and other departments to support business/technology initiatives & integrations, drive innovation, and improve workflows.
• Support initiatives, timelines, budgets, and deliverables as assigned to ensure successful outcomes.
• Track metrics (KPI/SLA) and identify areas of improvement using standard methodologies.
• Work closely with Product and/or Process Engineering team members to implement technical solutions with business partners using standard methodologies.
• Develop custom applications using Apex, Visualforce, and Lightning Web Components (LWC).
• Implement automation using Salesforce Flow, Process Builder, and Apex triggers.
• Implement best practices for data management and security.
• Participate in code reviews and receive/provide constructive feedback.

Required Qualifications 2-4+ years of production support or IT operations experience supporting enterprise applications or systems. Strong troubleshooting skills across application, database, and infrastructure layers. Proficiency with SQL for data validation and issue investigation. Preferred Qualifications Experience with scripting or automation. Familiarity with cloud environments such as Azure or AWS. Knowledge of CI/CD pipelines and deployment processes. Experience supporting APIs and integrations in production environments. Understanding of ITIL practices for incident, change, and problem management. Certifications such as ITIL, CompTIA, Microsoft, or cloud credentials.

• Ability to analyze, troubleshoot, and develop solutions for complex challenges.
• Proactively share information and insights with the team, clearly articulating abstract ideas.
• Adapt communication styles to effectively convey ideas and opinions to different audiences.
• Keep stakeholders informed of the status of commitments, including changes in priorities or timelines.
• Exercise good judgment when handling confidential or sensitive information.
• Stay current in the field and apply new principles and knowledge to your work.
• Show creativity and resourcefulness in solving problems, including building on others’ ideas.
• Meet agreed quality and quantity standards for your work.
• Collaborate with team members and stakeholders to diagnose root causes of problems and find lasting solutions.
• Make sound and informed decisions that achieve intended results.
• Knowledge of designing reusable, scalable and efficient solutions.
• Ability to translate business requirements into high-level requirements and technical specifications as needed.
• Ability to document processes, requirements, and troubleshooting steps clearly using industry standard technologies.
• Experience working with teams across different disciplines to integrate and optimize solutions.
• Experience utilizing relevant frameworks & methodologies to standardize solutions relevant to the technology function:
• Salesforce Specific:
• Design & Architecture:
• Experience with Salesforce data modeling and architecture.
• Familiarity with Salesforce best practices and design patterns.
• Experience with Salesforce automation tools like Flow, Process Builder, and Apex.
• Development Languages: Proficiency in Apex, SOQL, SOSL, LWC, Visualforce, and JavaScript.
• Experience with REST/SOAP APIs, MuleSoft, Boomi, and SQL.
• DevOps & CI/CD: Experience with Copado, Gearset, Jenkins, and version control.
• Salesforce Security Models: Knowledge of Salesforce security best practices.
• Testing & Performance Optimization: Proficiency in Apex test classes and Jest. (preferred)

Education: Bachelor’s degree in Information Technology, Computer Science, or a related field.

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance