Production Support Engineer – Salesforce

Production Support Engineer - Salesforce

Location: Toronto, Canada

Role Overview

We are seeking a hands-on Production Support Engineer - Salesforce to provide production support, application management, release coordination, troubleshooting, automation, and technical expertise across enterprise financial services applications.

Key Responsibilities

• Provide front-office production support for local and remote users across Salesforce and related enterprise platforms.
• Monitor application stability and ensure maximum system availability.
• Manage incidents, problems, releases, bugs, enhancements, and production changes in coordination with development teams and vendors.
• Troubleshoot application, database, integration, and production issues and provide timely remediation.
• Work closely with business, technology, and functional stakeholders to maintain a stable production environment.
• Support release activities, disaster recovery, capacity planning, configuration management, and governance.
• Create and maintain technical documentation, runbooks, and knowledge articles.
• Drive automation and monitoring improvements to increase operational efficiency and platform stability.
• Support Agile delivery, knowledge sharing, cross-training, and follow-the-sun operations.
• Ensure adherence to ITIL, standard operating procedures, governance, risk, and compliance requirements.

Must-Have Skills

• Strong production support experience with Salesforce and enterprise applications.
• Experience supporting large-scale enterprise financial, trading, or risk platforms.
• Strong scripting skills using Python, Perl, or similar technologies .
• Working knowledge of Linux, Windows, and SQL .
• Experience with relational databases and writing SQL/database statements.
• Experience with Incident, Problem, and Change Management following ITIL principles.
• Strong troubleshooting, analytical, multitasking, and prioritization skills.
• Excellent written and verbal communication skills.
• Ability to quickly learn applications, become an SME, and support business users.
• Bachelor’s degree or equivalent.

Nice-to-Have Skills

• Experience with Control-M, Autosys, Tidal , or similar scheduling platforms.
• Experience with application monitoring and observability tools.
• Experience with CI/CD and DevOps automation using tools such as GitHub, Jenkins, Ansible, Elastic, and related technologies.
• Exposure to Java/Spring, AWS, S3, MongoDB, Data Lakes, Docker, and Kubernetes .
• Understanding of Capital Markets and the sales lifecycle .