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Title: Salesforce Production Support Engineer
Location: Atlanta, GA / Charlotte, NC
Onsite / Remote: Onsite Only
Job Description
We are seeking a skilled Salesforce Production Support Engineer to provide L2/L3 support for Salesforce applications and related integrations. The ideal candidate will have strong hands-on experience with Salesforce administration, configuration, and troubleshooting, as well as expertise supporting deployments in a high-availability production environment.
Responsibilities:
Title: Salesforce Production Support Engineer
Location: Atlanta, GA / Charlotte, NC
Onsite / Remote: Onsite Only
Job Description
We are seeking a skilled Salesforce Production Support Engineer to provide L2/L3 support for Salesforce applications and related integrations. The ideal candidate will have strong hands-on experience with Salesforce administration, configuration, and troubleshooting, as well as expertise supporting deployments in a high-availability production environment.
Responsibilities:
- Provide L2/L3 production support for Salesforce Sales Cloud, Service Cloud, and related integrations.
- Support and manage Riva and Autoforce deployments, ensuring seamless integration, configuration, and system stability.
- Monitor application performance, investigate incidents, and ensure timely resolution to minimize business impact.
- Perform root cause analysis (RCA) for recurring issues and implement preventive measures.
- Collaborate with business users, technical teams, and vendors to ensure efficient problem resolution.
- Support release management, deployments, and configuration updates across multiple Salesforce environments.
- Participate in on-call rotations and handle weekend maintenance activities as required.
- Maintain detailed documentation for incident management, operational procedures, and configuration changes.
- Ensure adherence to SLAs, compliance standards, and client-specific support processes.
- Hands-on experience with Salesforce administration, configuration, and customization.
- Proven background in production support or application maintenance.
- Strong experience in Riva and Autoforce deployment and production support (Autoforce support is a must).
- Expertise with Salesforce Lightning, Apex, SOQL, and Service Console.
- Strong analytical, troubleshooting, and triaging skills for application and integration issues.
- Excellent communication and stakeholder management skills.
- Familiarity with incident, problem, and change management processes (ITIL framework).
- Ability to work flexible hours, including second shifts and on-call support rotations.