Salesforce L3 Support

Job Title: Salesforce L3 Support

Location: Sacramento, CA (Hybrid)

Duration: Long term contract

Job Description

• Looking for experienced Salesforce Service Cloud professionals to support enterprise-scale production simulation and stabilization activities for a complex Salesforce ecosystem.
• The role involves Tier 3 incident analysis, troubleshooting, defect isolation, production simulation support, and coordination with Tier 2 support teams and system integrators.
• Candidates should possess strong technical troubleshooting capability across Apex, LWC, Flows, integrations, and Salesforce platform configurations.
• The primary expectation is rapid issue triage, root cause analysis, defect identification, and operational support during production simulation and stabilization phases.
• Candidates must be comfortable operating in enterprise support environments involving multiple vendors, high visibility incidents, evolving operational processes, and fast-paced troubleshooting scenarios.

Roles & Responsibilities

Required Experience

• 5 years of Salesforce experience
• Strong experience in enterprise Salesforce implementations
• Experience in production support, hypercare, stabilization, or managed services environments
• Experience handling Sev1/Sev2 enterprise incidents preferred
• Experience supporting large and complex Salesforce orgs with multiple integrations and automation layers
• Experience taking over or supporting implementations built by other vendors highly preferred
• Experience participating in production simulation, operational readiness, or go-live support activities preferred

Key Responsibilities:

• Analyze and troubleshoot complex Salesforce Service Cloud issues escalated from Tier 1 and Tier 2 support teams
• Manage Tier 3 incident lifecycle activities including:
• Ticket triage
• Research and analysis
• Root cause identification
• Defect/bug ticket creation
• Coordinate with Tier 2 support teams and external vendors for issue resolution activities
• Support production simulation activities, workshops, office hours, and user onboarding support sessions
• Analyze Salesforce logs, integrations, automation flows, and platform behavior to isolate failures
• Review existing Salesforce codebase and configurations to identify probable issue sources
• Identify whether issues are related to:
• Apex logic
• LWC/UI behavior
• Flows/process automation
• Integration/API failures
• Security/FLS/sharing
• Deployment/configuration inconsistencies
• Data/state inconsistencies
• Draft and document detailed defect reports and operational findings for engineering teams
• Support communication activities related to:
• Release notes
• Workarounds
• Planned downtime
• Production support notifications
• Escalation communications
• Participate in incident trend analysis and provide recommendations on recurring issues and platform stability concerns
• Support operational readiness and production stabilization initiatives

Required Skills

Salesforce Platform & Service Cloud

• Strong hands-on experience in Salesforce Service Cloud
• Experience with:
• Case Management
• Omni-Channel
• Queues and Assignment Rules
• Email-to-Case
• Knowledge Management
• Approval Processes
• Experience Cloud
• Service Console

 Apex & Platform Troubleshooting

• Strong Apex development and troubleshooting skills
• Strong understanding of:
• Bulkification
• Exception handling
• Test coverage best practices
• Strong understanding of:
• SOQL/SOSL optimization
• Governor limits
• Transaction boundaries
• Ability to read and understand existing Apex code quickly
• Experience analyzing:
• Triggers
• Batch Apex
• Queueable Apex
• Future Methods
• Platform Events
• Async processing patterns
• Strong debug log analysis capability with ability to quickly trace execution paths
• Ability to identify:
• Governor limit issues
• Recursion issues
• Transaction failures
• Automation conflicts

 Automation & Configuration Analysis

• Strong understanding of:
• Record-triggered Flows
• Validation Rules
• Permission Sets
• Profiles
• Sharing & Visibility
• FLS and CRUD controls
• Strong understanding of Flow vs Apex interactions
• Ability to trace issues across:
• Triggers
• Flows
• Validation Rules
• Process automation chains
• Ability to identify automation overlaps and conflicting execution paths

 Lightning Web Components (LWC)

• Strong understanding of LWC architecture and troubleshooting
• Experience debugging:
• Wired vs imperative calls
• Component communication
• UI state inconsistencies
• Cache/refresh behavior
• Browser console and network issues

 Integration & API Troubleshooting

• Experience troubleshooting REST/SOAP integrations
• Hands-on experience using Postman
• Understanding of:
• Named Credentials
• Authentication and authorization failures
• API payload analysis
• Middleware/integration debugging
• Async integration patterns
• Ability to review and analyze integration logs across Salesforce and external systems

 Other Platform Skills Desired

• MuleSoft
• SmartyStreets
• Copado
• Snowflake