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Role – Salesforce Production Support Engineer Location – Toronto ON (Hybrid - 2 days a week for now) Duration – Contract Role Job Description 6–10+ years of IT experience with 3–5+ years on Salesforce Skills & Experience Strong understanding of: Salesforce architecture and data model Apex, SOQL, Flows, Process Automation Security model (roles, profiles, permission sets) nCino experience preferred Monitor platform health, integrations, and data integrity Involved in troubleshooting issues related to: Apex, Flows, Validation Rules Integrations (REST/SOAP APIs, middleware) Security, profiles, permission sets Ensure compliance with Salesforce best practices 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 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 #J-18808-Ljbffr