Salesforce Production Support Analyst

Who We Are Looking ForWe are seeking an experienced Salesforce Production Support Engineer who is strong in troubleshooting, deployment, ITSM processes, and support for complex Salesforce environments — ideally within financial services.You will lead support initiatives, mentor junior team members, collaborate in Agile teams, and ensure stability and reliability of Salesforce applications through automation, monitoring, and continuous improvement.Key ResponsibilitiesProvide Level 2/3 production support for Salesforce applications, ensuring seamless operations.Lead and participate in development, testing, release management, and environment maintenance.Troubleshoot and resolve complex incidents within defined SLAs.Execute root cause analysis and implement preventative measures.Support incident, problem, and change management using ITIL best practices.Integrate non-functional monitoring, security controls, and compliance.Participate in an on-call rotation for critical incidents.Lead moderately complex projects and guide less experienced teammates.Support automated unit testing, integration, functional testing, and monitoring.Work directly with Product Owners to refine user stories and deliver high-quality release increments.Provide thorough documentation and knowledge transfer to production support teams.Required QualificationsBachelor’s degree in Computer Science or related field and 6–10 years of experience (or equivalent)5+ years in Salesforce production supportStrong understanding of Salesforce configuration, metadata, data structuresExperience with ITSM tools: ServiceNow, Remedy, or similarFamiliarity with release deployment strategies for SalesforceStrong troubleshooting, analytical, and communication skillsKnowledge of ITIL processes (Incident/Problem/Change Management)Ability to plan projects, mentor juniors, and manage complex problem-solvingPreferred QualificationsMaster’s degree and 10+ years of relevant experienceSalesforce certifications (Admin, Platform App Builder, etc.)Financial/banking domain experience (regulated environments)Experience with:CI/CD tools — GitLab, CopadoCloud Platforms — AWS / AzureContainerization — Docker, KubernetesOpen Source ecosystemsSOA, API integration, microservices architectures