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: 10/15/26
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.
Cognizant US Corporation is an Equal Opportunity Employer Minority/Female/Disability/Veteran. If you require accessibility assistance applying for open positions in the US, please send an email with your request to CareersNA2@cognizant.com
Requires 5+ years of Salesforce experience, Service Cloud production support, L2/L3 incident resolution, integrations, monitoring, release management, Salesforce Administrator and Platform Developer I certifications.
Key Responsibilities
- resolving incidents
- monitoring production
- conducting analysis
Skills & Tools
Salesforce, Salesforce Service Cloud, Apex, Flows, Lightning Web Components (LWC), Aura components, REST, SOAP, Microsoft Excel
Job Details
- Category: Information Technology
- Seniority: Senior Level
- Commitment: Full Time
- Workplace: Remote — United States
- Salary: USD 64,000 – 90,000 / year
- Languages: English
Benefits
- 401k matching
- Generous paid time off
- Retirement plan
- Generous parental leave
About Cognizant
A technology services company providing digital, consulting, and information technology solutions. — Industry: Information Technology