Salesforce Production support engineer

Cognizant is hiring a Salesforce Production Support Engineer to ensure the stability, performance, and availability of its Salesforce Service Cloud production environment. The role resolves production incidents, monitors platform health, conducts root cause analysis, and supports Service Cloud configuration and release processes.

Responsibilities:

• Respond to, triage, and resolve L2/L3 production incidents impacting Salesforce Service Cloud while meeting established SLAs
• Troubleshoot and resolve issues across Apex, Flows, Lightning Web Components (LWC), Aura components, and integrations using Salesforce debugging and monitoring tools
• Proactively monitor production health, performance, governor limits, integration queues, and batch processes to identify and mitigate potential risks
• Conduct root cause analysis for recurring incidents and implement permanent corrective actions to improve platform reliability and reduce ticket volume
• Support Service Cloud configuration, customization, user administration, data management, release activities, and change management processes

Requirements:

• 5+ years of hands-on Salesforce experience with strong production support expertise in Salesforce Service Cloud
• Proven experience managing and resolving L2/L3 production incidents within defined SLAs
• Strong debugging and troubleshooting skills across Apex classes, triggers, batch jobs, asynchronous processing, Flows, Lightning Web Components (LWC), and Aura components
• Hands-on experience supporting Salesforce integrations including REST/SOAP APIs, middleware platforms, and external system callouts
• Experience monitoring production environments, analyzing debug logs, investigating governor limit issues, and resolving batch job failures
• Salesforce Administrator Certification
• Salesforce Platform Developer I (PD1) Certification
• Experience supporting Service Cloud functionality including case management, assignment rules, escalation rules, queues, page layouts, and permission sets
• Hands-on knowledge of user administration, profiles, roles, permission sets, data management, reporting, and data quality activities
• Experience participating in Salesforce release management, deployments, and change management processes
• This role is not able to offer visa transfer or sponsorship now or in the future
• Advanced expertise in Salesforce Service Cloud production operations and platform optimization
• Strong root cause analysis skills with a focus on preventing recurring incidents and improving platform reliability
• Experience working closely with business stakeholders, developers, and end-user communities in enterprise environments
• Exposure to large-scale, highly integrated Salesforce ecosystems with complex support requirements
• Strong communication, collaboration, and customer-focused problem-solving skills
• Knowledge of proactive monitoring, performance tuning, and continuous service improvement practices