Remote Salesforce Service Cloud Production Engineer

Cognizant; Concord (NH); Remote; USD 64,000 - 90,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid Holidays + PTO

401(k) Plan and Contributions

Disability Insurance

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is seeking a Salesforce Production Support Engineer to ensure the stability, performance, and availability of the Salesforce Service Cloud production environment. You will work with development, business stakeholders, and cross-functional teams to minimize disruption and deliver a seamless customer service experience.

In this remote role, you will respond to incidents, debug across Apex, LWC, and integrations, monitor production health, and perform root-cause analyses to prevent

Qualifications

• 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.

Responsibilities

• Respond to, triage, and resolve L2/L3 production incidents impacting Salesforce Service Cloud while meeting 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 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.

Skills

Salesforce production support

L2/L3 incident management

Apex/Flows/LWC/Aura debugging

Salesforce integrations (REST/SOAP)

Monitoring & log analysis

User administration & data management

Release & change management

Education

Salesforce Administrator Certification

Salesforce Platform Developer I Certification

Job description

Cognizant is seeking a Salesforce Production Support Engineer to ensure the stability, performance, and availability of the Salesforce Service Cloud production environment. You will work with development, business stakeholders, and cross-functional teams to minimize disruption and deliver a seamless customer service experience.

In this remote role, you will respond to incidents, debug across Apex, LWC, and integrations, monitor production health, and perform root-cause analyses to prevent