Salesforce Technical Lead – Production Support

K&K Global Talent Solutions INC.; Toronto; On-site; CAD 120,000 - 170,000; Full time

Job summary

K&K Global Talent Solutions INC. in Toronto, ON, is seeking a Salesforce Technical Lead – Production Support to own L2/L3 production support, incident management, release management, and platform governance. Copado experience is mandatory.

The role leads P1/P2 incident handling, drives RCA, coordinates with cross-functional teams, and mentors junior admins. Onsite Full-Time in Toronto with strong stakeholder leadership is expected.

Qualifications

• 10+ years of Salesforce production support experience.
• Hands-on Salesforce development and administration skills.
• Strong knowledge of Apex, Flows, and Validation Rules.

Responsibilities

• Lead P1/P2 incident management, triage, resolution, stakeholder communication, and SLA adherence.
• Drive RCA and problem management, including permanent fixes and preventive actions.
• Support release/change management, production deployments, validation, rollback planning, and post-release verification using Copado.
• Troubleshoot Apex, Flows, Validation Rules, integrations (REST/SOAP), middleware, security, profiles, and permission sets.
• Monitor platform health, integrations, and data integrity while ensuring Salesforce best practices.
• Coordinate with Dev, QA, DevOps, business, and IT teams.
• Lead and mentor support analysts/junior admins and manage support/on-call rotations.
• Maintain SOPs, runbooks, knowledge articles, governance, compliance, monitoring, and continuous improvement.

Skills

Salesforce technical

Production support

Apex

Flows

Validation Rules

REST APIs

SOAP APIs

Middleware integrations

Incident management

Change & Release Management

Governance

Team leadership

Copado

Tools

Copado

Job description

Position: Salesforce Technical Lead – Production Support

Location: Toronto, ON (Onsite)

Employment Type: Full-Time

Total Experience: 10+ Years

We are seeking an experienced Salesforce Support Delivery Lead / Technical Lead to own L2/L3 production support, incident management, release management, and platform governance. Hands-on Copado experience is mandatory.

Key Responsibilities:

• Lead P1/P2 incident management, triage, resolution, stakeholder communication, and SLA adherence.
• Drive RCA and problem management, including permanent fixes and preventive actions.
• Support release/change management, production deployments, validation, rollback planning, and post-release verification using Copado.
• Troubleshoot Apex, Flows, Validation Rules, integrations (REST/SOAP), middleware, security, profiles, and permission sets.
• Monitor platform health, integrations, and data integrity while ensuring Salesforce best practices.
• Coordinate with Dev, QA, DevOps, business, and IT teams.
• Lead and mentor support analysts/junior admins and manage support/on-call rotations.
• Maintain SOPs, runbooks, knowledge articles, governance, compliance, monitoring, and continuous improvement.

Required Skills:

• Strong Salesforce technical and production support experience
• Apex, Flows, Validation Rules
• REST/SOAP APIs and middleware integrations
• Incident, Problem, Change & Release Management
• Salesforce security and governance
• Strong stakeholder and team leadership skills