Salesforce Service Cloud Engineer

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