Production Support Engineer

Williams-Sonoma, Inc.; Hyderabad; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A retail company is seeking a Salesforce Support & E-Commerce SRE in Hyderabad. The ideal candidate will focus on production support for Salesforce and E-commerce platforms, with responsibilities shared between support and site reliability engineering. Key qualifications include 2+ years in Salesforce operations and a solid understanding of system reliability practices. This hybrid role emphasizes incident management and monitoring for high performance and availability.

Qualifications

• 2+ years of experience in Salesforce Support / Salesforce Operations.
• Overall 6+ years of IT production support experience.

Responsibilities

• Provide L2/L3 production support for Salesforce applications.
• Troubleshoot and resolve Salesforce issues.
• Monitor Salesforce jobs, scheduled processes, and integrations.
• Perform root cause analysis for recurring issues.
• Support E-commerce production systems for high availability.
• Participate in on-call rotation and incident bridge calls.

Skills

Salesforce functional understanding

Production issue resolution

SRE practices

Incident management

Job description

Overview

Job Title: Salesforce Support & E-Commerce SRE (Hybrid Role)

Job Location: Hyderabad / Pune (Hybrid)

Job Summary: We are looking for a Salesforce Support & E-Commerce SRE professional to support our business-critical Salesforce and E-commerce platforms. This role focuses on production support, incident management, monitoring, and operational stability, with approximately 50% Salesforce Support and 50% E-commerce Site Reliability Engineering (SRE) responsibilities.

The ideal candidate has strong Salesforce functional and technical understanding, hands-on experience in production issue resolution, and exposure to SRE practices such as monitoring, root cause analysis, and system reliability.

Responsibilities

• Provide L2/L3 production support for Salesforce applications
• Troubleshoot and resolve Salesforce issues related to:
  • User access, profiles, roles, permissions
  • Data issues, validation rules, flows, and automation failures
  • Integration failures with upstream/downstream systems
• Monitor Salesforce jobs, scheduled processes, and integrations
• Perform root cause analysis (RCA) for recurring or critical issues
• Coordinate with Salesforce Admins, Developers, and external vendors for defect fixes and enhancements

E-Commerce SRE / ESRE Support (50%)

• Support E-commerce production systems to ensure high availability and performance
• Monitor applications using logs, dashboards, alerts, and health checks
• Handle production incidents, outages, and performance degradation
• Perform root cause analysis and implement preventive measures

Observability and monitoring

• Support deployments, releases, and rollback procedures
• Participate in on-call rotation and incident bridge calls (as required)
• Collaborate with infrastructure, DevOps, and security teams

Cross-Functional Responsibilities

• Act as a bridge between business, Salesforce, and E-commerce technical teams
• Communicate incident status, impact, and resolution clearly to stakeholders
• Follow ITIL / incident management best practices
• Support continuous improvement initiatives across platforms

Required Qualifications

• 2+ years of experience in Salesforce Support / Salesforce Operations
• Overall 6+ years of IT production support experience