About the role
As a Salesforce Production Support Engineer, you will make an impact by ensuring the stability, performance, and continuous availability of the Salesforce Service Cloud production environment. You will be a valued member of the Salesforce support team and work collaboratively with development teams, business stakeholders, end users, and cross-functional technology teams to minimize disruption and deliver a seamless customer service experience.
In this role, you will:
- Respond to, triage, and resolve L2/L3 production incidents impacting Salesforce Service Cloud while meeting established SLAs.
- Troubleshoot and resolve issues across Apex, Flows, Lightning Web Components (LWC), Aura components, and integrations using Salesforce debugging and monitoring tools.
- Proactively monitor production health, performance, governor limits, integration queues, and batch processes to identify and mitigate potential risks.
- Conduct root cause analysis for recurring incidents and implement permanent corrective actions to improve platform reliability and reduce ticket volume.
- Support Service Cloud configuration, customization, user administration, data management, release activities, and change management processes.
Work model: Remote
We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants in the United States. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs. The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.
What you need to have to be considered
- 5+ years of hands-on Salesforce experience with strong production support expertise in Salesforce Service Cloud.
- Proven experience managing and resolving L2/L3 production incidents within defined SLAs.
- Strong debugging and troubleshooting skills across Apex classes, triggers, batch jobs, asynchronous processing, Flows, Lightning Web Components (LWC), and Aura components.
- Hands-on experience supporting Salesforce integrations including REST/SOAP APIs, middleware platforms, and external system callouts.
- Experience monitoring production environments, analyzing debug logs, investigating governor limit issues, and resolving batch job failures.
- Salesforce Administrator Certification.
- Salesforce Platform Developer I (PD1) Certification.
- Experience supporting Service Cloud functionality including case management, assignment rules, escalation rules, queues, page layouts, and permission sets.
- Hands-on knowledge of user administration, profiles, roles, permission sets, data management, reporting, and data quality activities.
- Experience participating in Salesforce release management, deployments, and change management processes.
These will help you stand out
- Advanced expertise in Salesforce Service Cloud production operations and platform optimization.
- Strong root cause analysis skills with a focus on preventing recurring incidents and improving platform reliability.
- Experience working closely with business stakeholders, developers, and end-user communities in enterprise environments.
- Exposure to large-scale, highly integrated Salesforce ecosystems with complex support requirements.
- Strong communication, collaboration, and customer-focused problem-solving skills.
- Knowledge of proactive monitoring, performance tuning, and continuous service improvement practices.
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.
Applications will be accepted until: 9/15/26
Please note, this role is not able to offer visa transfer or sponsorship now or in the future.
Salary and Other Compensation
The annual salary for this position is between $64,000p.a - $90,000p.a depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.
Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid Holidays plus Paid Time Off
- 401(k) Plan and Contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
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关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
