Production Support Engineer Engineering

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