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