Salesforce Production Support Engineer

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)