About the company
Our partner is looking for a Senior Production Support Engineer based in Canada to maintain the stability, availability, performance, and reliability of business-critical applications and integrations.
Responsibilities
- Provide Level 2 and Level 3 production support for business-critical applications, including Salesforce platforms, integrations, interfaces, batch processes, and related services
- Monitor production environments proactively to identify application failures, integration errors, performance degradation, and data-related issues
- Diagnose and resolve complex Salesforce issues involving Apex, Lightning components, Visualforce, SOQL/SOSL, Flows, triggers, workflows, validation rules, platform configuration, security, and data
- Analyze application logs, debug traces, API errors, integration failures, batch processing issues, and system exceptions to identify root causes and restore services within agreed SLAs
- Participate in major incident management activities, coordinating with cross-functional teams
- Conduct root cause analysis for recurring and high-impact incidents
- Support integrations with third-party applications through REST and SOAP APIs, middleware, batch interfaces, connectors
- Monitor scheduled jobs, Batch Apex processes, integration workflows, queues
- Implement controlled production fixes and minor code or configuration changes
- Support production releases, deployments, smoke testing, release validation, and post-implementation verification
- Participate in change management activities
- Maintain and improve operational documentation
- Identify opportunities to automate repetitive support activities
- Participate in on-call and after-hours support when required
Requirements
- Bachelor's degree in Information Systems, Computer Science, Engineering, or related discipline
- At least 5 years of professional IT experience supporting enterprise applications in production
- At least 3 years of hands-on Salesforce experience in production support, administration, or development
- Demonstrated experience providing Level 2 and Level 3 support in SLA-driven environments
- Strong technical knowledge of Salesforce: Apex, Lightning components, Visualforce, SOQL/SOSL, Flows, triggers, workflows, validation rules, platform configuration
- Understanding of enterprise integration patterns: REST and SOAP web services, APIs, middleware, batch processing, connectors
- Experience with Informatica, MuleSoft, Salesforce Data Loader or similar is an asset
- Understanding of security principles: authentication, authorization, SSO, OAuth, SSL, certificates, access controls
- Experience with incident management, problem management, root cause analysis, change management
- Familiarity with ITIL-based service management practices and platforms such as ServiceNow
- Experience supporting production deployments within Agile and/or DevOps environments
- Strong troubleshooting, analytical, and problem-solving skills