Senior Production Support Engineer

Job description

**This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Senior Production Support Engineer based in Canada.** As a Senior Production Support Engineer, you will play a critical role in maintaining the stability, availability, performance, and reliability of business-critical applications and integrations. You will provide Level 2 and Level 3 production support, resolving complex technical incidents and ensuring services are restored within established service-level agreements. Working primarily with Salesforce-based applications, you will investigate application failures, integration issues, data discrepancies, and performance bottlenecks. You will collaborate with development, infrastructure, integration, and business teams to identify root causes and implement sustainable solutions. Your responsibilities will also include production monitoring, incident management, release validation, and continuous improvement of operational processes. This role offers an opportunity to apply your technical expertise in a collaborative, enterprise-level environment where service reliability, security, and operational excellence are essential. ### Accountabilities - Provide Level 2 and Level 3 production support for business-critical applications, including Salesforce platforms, integrations, interfaces, batch processes, and related services. - Monitor production environments proactively to identify application failures, integration errors, performance degradation, and data-related issues before they significantly affect business operations. - Diagnose and resolve complex Salesforce issues involving Apex, Lightning components, Visualforce, SOQL/SOSL, Flows, triggers, workflows, validation rules, platform configuration, security, and data. - Analyze application logs, debug traces, API errors, integration failures, batch processing issues, and system exceptions to identify root causes and restore services within agreed SLAs. - Participate in major incident management activities, coordinating with cross-functional teams to resolve high-priority incidents and minimize business disruption. - Conduct root cause analysis for recurring and high-impact incidents, implementing corrective and preventive measures to improve application stability and reduce repeat issues. - Support integrations with third-party applications through REST and SOAP APIs, middleware, batch interfaces, connectors, and other enterprise integration mechanisms. - Monitor scheduled jobs, Batch Apex processes, integration workflows, queues, and other critical production activities to ensure successful execution and timely issue resolution. - Implement controlled production fixes and minor code or configuration changes when required, collaborating with development teams to deliver permanent solutions for identified defects. - Support production releases, deployments, smoke testing, release validation, and post-implementation verification to ensure changes are delivered safely and reliably. - Participate in change management activities, ensuring production changes follow established governance, documentation, approval, and risk management procedures. - Maintain and improve operational documentation, including standard operating procedures, knowledge articles, troubleshooting guides, support playbooks, and recovery procedures. - Identify opportunities to automate repetitive support activities, enhance monitoring capabilities, optimize operational workflows, and improve service efficiency. - Ensure production environments meet required standards for availability, reliability, scalability, security, auditability, and operational supportability. - Contribute to IT service management processes, including incident, problem, change, knowledge, and service request management, while tracking support metrics and driving continuous improvement. - Participate in on-call and after-hours support when required for critical incidents, production releases, and scheduled maintenance. ## Requirements - Bachelor's degree or equivalent qualification in Information Systems, Computer Science, Computer Information Systems, Engineering, or a related discipline. - At least 5 years of professional IT experience, including substantial experience supporting enterprise applications in production environments. - At least 3 years of hands-on Salesforce experience in a production support, administration, or development role. - Demonstrated experience providing Level 2 and Level 3 support for business-critical applications in SLA-driven environments. - Strong technical knowledge of Salesforce, including Apex, Lightning components, Visualforce, SOQL/SOSL, Flows, triggers, workflows, validation rules, and platform configuration. - Solid understanding of enterprise integration patterns, including REST and SOAP web services, APIs, middleware, batch processing, connectors, and integrations with relational databases and enterprise applications. - Experience with data management and integration tools such as Informatica, MuleSoft, Salesforce Data Loader, or similar technologies is an asset. - Strong understanding of security principles, including authentication, authorization, single sign-on (SSO), OAuth, SSL, certificates, and access controls. - Proven experience with incident management, problem management, root cause analysis, major incident coordination, and change management. - Familiarity with ITIL-based service management practices and IT service management platforms such as ServiceNow or equivalent tools. - Experience supporting production deployments, release validation, post-implementation reviews, and operational activities within Agile and/or DevOps environments. - Strong troubleshooting, analytical, and problem-solving skills, with the ability to investigate complex issues across interconnected systems and understand upstream and downstream dependencies. - Ability to prioritize competing incidents and service requests in a high-volume support environment while meeting established resolution timelines and service-level commitments. - Excellent written and verbal communication skills, with the ability to explain technical issues clearly to technical teams, business stakeholders, and non-technical audiences. - Ability to work independently and collaboratively with application development, infrastructure, integration, business, and third-party vendor teams. - A proactive approach to identifying recurring issues, recommending automation, implementing preventive measures, and continuously improving service reliability and customer experience. - Flexibility to participate in an on-call support model when required; previous on-call production support experience is preferred. - Salesforce certifications are highly desirable, particularly the Salesforce Certified Administrator credential. ## Benefits - **Work flexibility:** Remote work arrangement, offering flexibility in where you perform your responsibilities within the applicable employment arrangements. - **Professional development:** Opportunities to deepen your Salesforce expertise, strengthen production support capabilities, and expand your knowledge of enterprise application integrations. - **Technical impact:** The opportunity to work on business-critical platforms and contribute directly to service reliability, operational performance, and incident reduction. - **Cross-functional collaboration:** Exposure to multidisciplinary teams spanning application development, infrastructure, integrations, business operations, and service management. - **Continuous improvement:** Opportunities to contribute to automation, monitoring enhancements, operational efficiencies, and long-term service improvement initiatives. - **Salary and additional benefits:** Compensation, healthcare coverage, paid time off, retirement benefits, and other employment perks have not been specified in the available job description and should be confirmed during the recruitment process.