What are the responsibilities and job description for the Salesforce Production Support Engineer position at DS Technologies Inc?
Job Title: Salesforce Production Support Engineer
Location : Atlanta, GA / Charlotte, NC - 5 Days week-- No Remote
Shift: Regular / Second Shift (with On-call & Weekend Support)
Job Description:
- Provide L2/L3 production support for Salesforce applications, including Sales Cloud, Service Cloud, and related integrations.
- Support and manage Riva and Autoforce deployments, ensuring seamless integration, configuration, and stability.
- Monitor application health, analyze incidents, and provide timely resolution to minimize business impact.
- Perform root cause analysis for recurring issues and implement preventive solutions.
- Coordinate with business users, technical teams, and vendors to drive quick and effective problem resolution.
- Support regular deployments, release management activities, and configuration updates across environments.
- Participate in on-call rotations and handle weekend maintenance as needed.
- Maintain detailed documentation of incidents, resolutions, and operational procedures.
- Ensure adherence to SLAs and compliance with client support processes.
Required Skills & Experience:
- Salesforce hands-on experience (administration, configuration, and customization).
- Proven experience in production support or application maintenance roles.
- Hands-on experience in Riva and Autoforce deployment (good to have) and production support (must have).
- Strong problem triaging, analytical, and troubleshooting skills.
- Excellent communication, collaboration, and stakeholder management abilities.
- Experience on Salesforce Lightning, Apex, SOQL, Service Console, and integration troubleshooting.
- Ability to work flexible hours, including second shift and on-call support.
- Experience in incident, problem, and change management (ITIL process)