Senior Production Support Engineer

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Senior Production Support Engineer based in Canada. As a Senior Production Support Engineer, you will play a critical role in maintaining the stability, availability, performance, and reliability of business-critical applications and integrations. You will provide Level 2 and Level 3 production support, resolving complex technical incidents and ensuring services are restored within established service-level agreements. Working primarily with Salesforce-based applications, you will investigate application failures, integration issues, data discrepancies, and performance bottlenecks. You will collaborate with development, infrastructure, integration, and business teams to identify root causes and implement sustainable solutions. Your responsibilities will also include production monitoring, incident management, release validation, and continuous improvement of operational processes. This role offers an opportunity to apply your technical expertise in a collaborative, enterprise-level environment where service reliability, security, and operational excellence are essential. Accountabilities - Provide Level 2 and Level 3 production support for business-critical applications, including Salesforce platforms, integrations, interfaces, batch processes, and related services. - Monitor production environments proactively to identify application failures, integration errors, performance degradation, and data-related issues before they significantly affect business operations. - Diagnose and resolve complex Salesforce issues involving Apex, Lightning components, Visualforce, SOQL/SOSL, Flows, triggers, workflows, validation rules, platform configuration, security, and data. - Analyze application logs, debug traces, API errors, integration failures, batch processing issues, and system exceptions to identify root causes and restore services within agreed SLAs.

- Participate in major incident management activities, coordinating with cross-functional teams to resolve high-priority incidents and minimize business disruption. - Conduct root cause analysis for recurring and high-impact incidents, implementing corrective and preventive measures to improve application stability and reduce repeat issues. - Support integrations with third-party applications through REST and SOAP APIs, middleware, batch interfaces, connectors, and other enterprise integration mechanisms. - Monitor scheduled jobs, Batch Apex processes, integration workflows, queues, and other critical production activities to ensure successful execution and timely issue resolution. - Implement controlled production fixes and minor code or configuration changes when required, collaborating with development teams to deliver permanent solutions for identified defects. - Support production releases, deployments, smoke testing, release validation, and post-implementation verification to ensure changes are delivered safely and reliably. - Participate in change management activities, ensuring production changes follow established governance, documentation, approval, and risk management procedures. - Maintain and improve operational documentation, including standard operating procedures, knowledge articles, troubleshooting guides, support playbooks, and recovery procedures. - Identify opportunities to automate repetitive support activities, enhance monitoring capabilities, optimize operational workflows, and improve service efficiency. - Ensure production environments meet required standards for availability, reliability, scalability, security, auditability, and operational supportability. - Contribute to IT service management processes, including incident, problem, change, knowledge, and service request management, while tracking support metrics and driving continuous improvement.