Job Responsibilities:

✦   Analyze and troubleshoot complex Salesforce Service Cloud issues escalated from Tier 1 and Tier 2 support teams.

✦   Manage Tier 3 incident lifecycle including ticket triage, research and analysis, root cause identification, and 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, or 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, and escalation communications.

✦   Participate in incident trend analysis and provide recommendations on recurring issues and platform stability concerns.

✦   Support operational readiness and production stabilization initiatives.

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Job Requirements:

✦   12+ years of mandatory Salesforce Service Cloud experience.

✦   5+ years of Salesforce experience in enterprise implementations.

✦   Experience in production support, hypercare, stabilization, or managed services environments.

✦   Experience handling Sev1/Sev2 enterprise incidents.

✦   Strong experience with Salesforce Service Cloud including Case Management, Omni-Channel, Queues and Assignment Rules, Email-to-Case, Knowledge Management, Approval Processes, Experience Cloud, and Service Console.

✦   Strong Apex development and troubleshooting skills.

✦   Strong understanding of SOQL/SOSL optimization, governor limits, bulkification, exception handling, and transaction boundaries.

✦   Ability to analyze triggers, batch Apex, queueable Apex, future methods, platform events, and async processing patterns.

✦   Strong debug log analysis capability.

✦   Strong understanding of Flows, validation rules, permission sets, profiles, sharing, FLS, and CRUD controls.

✦   Experience in LWC troubleshooting including component communication, UI state issues, and browser debugging.

✦   Experience troubleshooting REST/SOAP integrations using Postman.

✦   Understanding of Named Credentials, authentication failures, API payloads, and middleware debugging.

✦   Experience with tools like MuleSoft, SmartyStreets, Copado, and Snowflake.

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Job Application:

✦   Job Application Type: Link

​      Job Application Link: https://www.linkedin.com/jobs/search/?currentJobId=4420989552&f_TPR=r86400&geoId=103644278&keywords=salesforce&sortBy=R&start=50