Salesforce L2/L3 Production Support Consultant

1 week ago

Toronto, Canada Astra North Infoteck Inc. Full time

Job DescriptionSalesforce Support Delivery LeadLocation: Toronto, OntarioWork Type: Hybrid - 2 days a week for now, may change laterRequired Skills & ExperienceSalesforce Skills• 6–10+ years of IT experience with 3–5+ years on Salesforce• Strong understanding of:o Salesforce architecture and data modelo Copado for CI/CD usageo Apex, SOQL, Flows, Process Automationo Security model (roles, profiles, permission sets)• Experience supporting Salesforce production environments• nCino experience preferredSalesforce Platform Management• Monitor platform health, integrations, and data integrity• Troubleshoot issues related to:o Apex, Flows, Validation Ruleso Integrations (REST/SOAP APIs, middleware)o Security, profiles, permission sets• Ensure compliance with Salesforce best practicesSupport & 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 skillsTechnical & 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 processesProduction 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 rotationsRoot 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 improvementsRelease & 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 verificationStakeholder & 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 processesDocumentation & Governance• Maintain runbooks, SOPs, and knowledge articles• Improve monitoring, alerting, and automation• Support audits, compliance, and governance standardRequirementsAndroid and iOS

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