Job Details

Role: Salesforce Service Cloud Senior Engineers

Location: American Canyon, California, Hybrid

Skill Set: Service Cloud, Production Support, Apex, Triggers, LWC

Experience: 8 to 12 Years

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.

Mandatory Skills

Service Cloud, Production Support, Apex, Triggers, LWC

Desirable Skills

MuleSoft, Snowflake, Copado, SmartyStreets

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

o Research and analysis

o Root cause identification

o 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

o LWC/UI behavior

o Flows/process automation

o Integration/API failures

o Security/FLS/sharing

o Deployment/configuration inconsistencies

o Data/state inconsistencies

Draft and document detailed defect reports and operational findings for engineering teams

Support communication activities related to:

Release notes

o Workarounds

o Planned downtime

o Production support notifications

o 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

o Omni-Channel

o Queues and Assignment Rules

o Email-to-Case

o Knowledge Management

o Approval Processes

o Experience Cloud

o Service Console

Apex & Platform Troubleshooting

Strong Apex development and troubleshooting skills

Strong understanding of:

Bulkification

o Exception handling

o Test coverage best practices

Strong understanding of:

SOQL/SOSL optimization

o Governor limits

o Transaction boundaries

Ability to read and understand existing Apex code quickly

Experience analyzing:

Triggers

o Batch Apex

o Queueable Apex

o Future Methods

o Platform Events

o Async processing patterns

Strong debug log analysis capability with ability to quickly trace execution paths

Ability to identify:

Governor limit issues

o Recursion issues

o Transaction failures

o Automation conflicts

Automation & Configuration Analysis

Strong understanding of:

Record-triggered Flows

o Validation Rules

o Permission Sets

o Profiles

o Sharing & Visibility

o FLS and CRUD controls

Strong understanding of Flow vs Apex interactions

Ability to trace issues across:

Triggers

o Flows

o Validation Rules

o 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

o Component communication

o UI state inconsistencies

o Cache/refresh behavior

o Browser console and network issues

Integration & API Troubleshooting

Experience troubleshooting REST/SOAP integrations

Hands-on experience using Postman

Understanding of:

Named Credentials

o Authentication and authorization failures

o API payload analysis

o Middleware/integration debugging

o Async integration patterns

Ability to review and analyze integration logs across Salesforce and external systems

Other Platform Skills Desired

MuleSoft

SmartyStreets

Copado

Snowflake