Job Title: L2 Production Support Engineer – Salesforce FSC (Senior)
Location: Toronto, ON (4 days hybrid)
Experience: 8–12+ Years
Employment Type: Full-Time
Certification Required: Salesforce Administrator Certification (Mandatory)
Key Responsibilities
- Provide L2 production support for a Salesforce FSC environment, including incident triage, root cause analysis, and resolution.
- Support and troubleshoot issues arising from the ongoing Salesforce FSC migration, including data and configuration-related problems.
- Investigate and resolve data migration and data management issues across source and target systems.
- Monitor, troubleshoot, and support integrations built using MuleSoft and other data integration tools (e.g., High Pick).
- Write and optimize SQL queries and use SOQL/Salesforce query tools to investigate data issues, validate records, and support debugging.
- Perform basic troubleshooting on Windows and Linux environments as part of end-to-end issue diagnosis.
- Manage and drive incidents, problems, and changes in line with ITIL best practices.
- Collaborate with cross-functional teams (Salesforce developers, integration teams, infrastructure, and business stakeholders) to ensure timely resolution of production issues.
- Document root cause analyses, known errors, and support runbooks for recurring issues.
- Participate in change management activities, including impact assessment and release support for Salesforce FSC changes.
- Ensure adherence to SLAs and support KPIs for incident and problem resolution.
Mandatory Skills & Qualifications
- Salesforce Certification - Salesforce Administrator (mandatory)
- 8–12+ years of experience in Production/Application Support roles
- Hands-on exposure to Salesforce Migration, specifically Financial Services Cloud (FSC)
- Strong data migration / data management experience (data validation, reconciliation, cleansing)
- Working knowledge of MuleSoft and High Pick (or equivalent data integration/ETL tools)
- Proficiency in SQL (ability to write and debug queries) and SOQL / Salesforce query tools
- Basic troubleshooting skills on Windows and Linux platforms
- Strong understanding of ITIL framework - Incident, Problem, and Change Management
