Salesforce L2L3 Production Support Consultant
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Job Location:
Monthly Salary:
Experience Required:
Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
Salesforce Support Delivery Lead
Location: Toronto Ontario
Work Type: Hybrid - 2 days a week for now may change later
Required Skills & Experience
Salesforce Skills
610 years of IT experience with 35 years on Salesforce
Strong understanding of:
o Salesforce architecture and data model
o Copado for CI/CD usage
o Apex SOQL Flows Process Automation
o Security model (roles profiles permission sets)
Experience supporting Salesforce production environments
nCino experience preferred
Salesforce Platform Management
Monitor platform health integrations and data integrity
Troubleshoot issues related to:
o Apex Flows Validation Rules
o Integrations (REST/SOAP APIs middleware)
o Security profiles permission sets
Ensure compliance with Salesforce best practices
Support & Leadership Skills
Proven experience in production support / incident management
Strong RCA and troubleshooting skills
Experience leading support teams or acting as escalation lead
Excellent communication and stakeholder management skills
Technical & Process Skills
Experience with ITSM tools (ServiceNow Jira Remedy etc.)
Familiarity with CI/CD and release management
Knowledge of integrations and middleware platforms
Understanding of Agile / ITIL processes
Production Support & Incident Management
Own L2/L3 production support for Salesforce (Sales Cloud Service Cloud Experience Cloud etc.)
Act as primary escalation point for critical production incidents (P1/P2)
Lead incident triage resolution and communication with stakeholders
Ensure SLA adherence and timely issue resolution
Coordinate on-call support and support rotations
Root Cause Analysis & Problem Management
Perform root cause analysis (RCA) for recurring or major incidents
Drive permanent fixes and preventive actions
Maintain problem records and track remediation progress
Identify systemic issues and recommend platform improvements
Release & Change Management
Support production deployments and release validation
Review change requests for production readiness
Coordinate with Dev QA and DevOps teams during releases
Ensure rollback plans and post-deployment verification
Stakeholder & Team Leadership
Act as bridge between business IT and Salesforce teams
Provide clear status updates during incidents and outages
Mentor and guide support analysts and junior admins
Drive continuous improvement in support processes
Documentation & Governance
Maintain runbooks SOPs and knowledge articles
Improve monitoring alerting and automation
Support audits compliance and governance standard
Required Skills:
Android and iOS
Company Industry
IT Services and IT Consulting
Key Skills
- Anti Money Laundering
- Design
- Admin Support
- Accountancy
- Data Structures
- Activex
