Production Support Engineer

Job Title:Salesforce Support & E-Commerce SRE (Hybrid Role)

Job Location - Hyderabad / Pune (Hybrid)

Job Summary : We are looking for a Salesforce Support & E-Commerce SRE professional to support our business-critical Salesforce and E-commerce platforms. This role focuses on production support, incident management, monitoring, and operational stability, with approximately 50% Salesforce Support and 50% E-commerce Site Reliability Engineering (SRE) responsibilities.

The ideal candidate has strong Salesforce functional and technical understanding, hands-on experience in production issue resolution, and exposure to SRE practices such as monitoring, root cause analysis, and system reliability.

Key Responsibilities- Salesforce Production Support (50%)

• Provide L2/L3 production support for Salesforce applications
• Troubleshoot and resolve Salesforce issues related to:
• User access, profiles, roles, permissions
• Data issues, validation rules, flows, and automation failures
• Integration failures with upstream/downstream systems
• Monitor Salesforce jobs, scheduled processes, and integrations
• Perform root cause analysis (RCA) for recurring or critical issues
• Coordinate with Salesforce Admins, Developers, and external vendors for defect fixes and enhancements

E-Commerce SRE / ESRE Support (50%)

• Support E-commerce production systems to ensure high availability and performance

• Monitor applications using logs, dashboards, alerts, and health checks

• Handle production incidents, outages, and performance degradation

• Perform root cause analysis and implement preventive measures

Observability and monitoring

• Support deployments, releases, and rollback procedures

• Participate in on-call rotation and incident bridge calls (as required)

• Collaborate with infrastructure, DevOps, and security teams

Cross-Functional Responsibilities

• Act as a bridge between business, Salesforce, and E-commerce technical teams

• Communicate incident status, impact, and resolution clearly to stakeholders

• Follow ITIL / incident management best practices

• Support continuous improvement initiatives across platforms

Required Qualifications

• 2+ years of experience in Salesforce Support / Salesforce Operations

• Overall 6+ years of IT production support experience

Role Split

50% Salesforce Production Support

50% E-commerce SRE / ESRE Support