Salesforce Service Cloud Engineer

Job Title:

Salesforce Service Cloud Engineer

Duration:
Long term Contract

Need 12+ Years Mandatory with Service Cloud Experience

Looking for experienced Salesforce Service Cloud professionals to support enterprise-scale production simulation and stabilization activities for a complex Salesforce ecosystem.

The role involves Tier 3 incident analysis, troubleshooting, defect isolation, production simulation support, and coordination with Tier 2 support teams and system integrators. Candidates should possess strong technical troubleshooting capability across Apex, LWC, Flows, integrations, and Salesforce platform configurations.

The primary expectation is rapid issue triage, root cause analysis, defect identification, and operational support during production simulation and stabilization phases.

Candidates must be comfortable operating in enterprise support environments involving multiple vendors, high visibility incidents, evolving operational processes, and fast‑paced troubleshooting scenarios.

• 5+ years of Salesforce experience
• Strong experience in enterprise Salesforce implementations
• Experience in production support, hypercare, stabilization, or managed services environments
• Experience handling Sev1/Sev2 enterprise incidents preferred
• Experience supporting large and complex Salesforce orgs with multiple integrations and automation layers
• Experience taking over or supporting implementations built by other vendors highly preferred
• Experience participating in production simulation, operational readiness, or go‑live support activities preferred

• Analyze and troubleshoot complex Salesforce Service Cloud issues escalated from Tier 1 and Tier 2 support teams
• Ticket triage
• Research and analysis
• Defect/bug ticket creation
• Coordinate with Tier 2 support teams and external vendors for issue resolution activities
• Support production simulation activities, workshops, office hours, and user onboarding support sessions
• Analyze Salesforce logs, integrations, automation flows, and platform behavior to isolate failures
• Review existing Salesforce codebase and configurations to identify probable issue sources
• Identify whether issues are related:
  • Apex logic
  • LWC/UI behavior
  • Security/FLS/sharing
• Draft and document detailed defect reports and operational findings for engineering teams
• Support communication activities related to:
  • Release notes
  • Workarounds
  • Planned downtime
  • Production support notifications
  • Escalation communications
• Participate in incident trend analysis and provide recommendations on recurring issues and platform stability concerns
• Support operational readiness and production stabilization initiatives

Salesforce Platform & Service Cloud

• Strong hands‑on experience in Salesforce Service Cloud
• Experience with:
  • Case Management
  • Omni‑Channel
  • Queues and Assignment Rules
  • Knowledge Management
  • Approval Processes
  • Experience Cloud

• Strong Apex development and troubleshooting skills
• Strong understanding of:
  • Bulkification
  • SOQL/SOSL optimization
  • Ability to read and understand existing Apex code quickly
  • Experience analyzing:
    • Triggers
    • Batch Apex
    • Future Methods
    • Platform Events
  • Strong debug log analysis capability with ability to quickly trace execution paths
  • Ability to identify:
    • Governor limit issues
    • Recursion issues
    • Automation conflicts

• Strong understanding of:
  • Record‑triggered Flows
  • Validation Rules
  • Permission Sets
  • Profiles
  • Sharing & Visibility
  • FLS and CRUD controls
• Strong understanding of Flow vs Apex interactions
• Ability to trace issues across:
  • Triggers
  • Flows
  • Validation Rules
• Ability to identify automation overlaps and conflicting execution paths
• Strong understanding of LWC architecture and troubleshooting
• Wired vs imperative calls

• Hands‑on experience using Postman
• Understanding of:
  • Authentication and authorization failures
  • API payload analysis
  • Ability to review and analyze integration logs across Salesforce and external systems

• Mule Soft
• Smarty Streets
• Snowflake