Salesforce Production Support Lead

Capgemini • New York, NY

6d • $103,330 - $128,656 • Hybrid

About The Position

We are seeking an experienced Salesforce Production Support Lead (Senior Consultant / Manager level) to provide L2/L3 production support for enterprise Salesforce applications. The role requires strong hands-on troubleshooting skills, stakeholder coordination, and ownership of production stability, including incident management, root cause analysis, and release support.

Requirements

• Strong hands-on experience in Salesforce Production Support (L2/L3)
• Good understanding of Salesforce data model, security model, workflows, validation rules, and automation
• Experience with Salesforce Sales Cloud, Service Cloud, and Experience Cloud
• Knowledge of integrations, batch jobs, scheduled processes, and data interfaces
• Experience working with ticketing tools such as ServiceNow, JIRA, or similar
• Ability to analyze logs, debug issues, and work under production pressure
• Strong understanding of ITIL / support processes
• Excellent communication and stakeholder management skills

Nice To Haves

• Salesforce App Builder and Platform Developer I certification preferred
• Experience leading or mentoring support teams
• Exposure to large-scale enterprise Salesforce implementations
• Experience working in a regulated or audit-heavy environment

Responsibilities

• Provide L2/L3 production support for Salesforce applications including Sales Cloud, Service Cloud, Experience Cloud, and custom integrations
• Handle production incidents, service requests, and defects in line with defined SLAs
• Monitor system health, batch jobs, integrations, data loads, and scheduled processes
• Perform root cause analysis (RCA) for recurring issues and implement permanent preventive fixes
• Coordinate with business users, development, QA, and DevOps teams for issue resolution and enhancements
• Support deployments, hotfixes, release activities, and post-deployment validation
• Manage user access, profiles, roles, permission sets, and security-related requests
• Perform data fixes, data loads, and clean-up activities using Salesforce Data Loader
• Maintain operational documentation, known error logs, support runbooks, and SOPs
• Ensure adherence to ITIL processes including Incident, Problem, and Change Management
• Communicate clearly with stakeholders on issue status, risks, and resolutions
• Provide on-call and weekend production support as required

Benefits

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed