Remote Salesforce Service Cloud Production Engineer

Cognizant; Springfield (IL); Remote; USD 64,000 - 90,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid Holidays plus Paid Time Off

401(k) Plan and Contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is seeking a Salesforce Production Support Engineer to ensure stability and high availability of the Service Cloud production environment. You will respond to incidents, troubleshoot across Apex, LWC, Aura, and integrations, and collaborate with developers and stakeholders to minimize disruption.

This remote US role offers flexible work arrangements and requires 5+ years Salesforce production support, administrator and PD1 certifications, and experience with release management, data

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 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.

Skills

Salesforce Service Cloud

L2/L3 production incidents

Apex

Lightning Web Components

Aura components

Salesforce integrations

REST APIs

SOAP APIs

Monitoring & debugging

Salesforce Administrator Certification

PD1 Certification

Release management

Data management

Education

Salesforce Administrator Certification

Salesforce Platform Developer I (PD1)

Tools

REST APIs

SOAP APIs

Job description

Cognizant is seeking a Salesforce Production Support Engineer to ensure stability and high availability of the Service Cloud production environment. You will respond to incidents, troubleshoot across Apex, LWC, Aura, and integrations, and collaborate with developers and stakeholders to minimize disruption.

This remote US role offers flexible work arrangements and requires 5+ years Salesforce production support, administrator and PD1 certifications, and experience with release management, data