Remote Salesforce Service Cloud Production Support Engineer

Cognizant

Columbus (OH)

Remote

USD 64,000 - 90,000

Full time

11 days ago

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Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid Holidays + PTO

401(k) Plan

Disability Insurance

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is seeking a Salesforce Production Support Engineer to safeguard the Salesforce Service Cloud production environment, ensuring stability, performance, and continuous availability. You will collaborate with development teams, business stakeholders, end users, and cross‑functional technology groups to minimize disruption and deliver a seamless customer service experience.

In this remote role, you will respond to incidents, troubleshoot across Apex, LWC, and REST/SOAP integrations,

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, 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.