Back to SearchLead Software Engineer - Salesforce Service Cloud
Office in India: Pune, & 4 others
Salesforce Service Cloud
Looking for something else?
Find a vacancy that works for you. Send us your CV to receive a personalized offer.
Find me a job
Choose an option
We are looking for a Lead Salesforce Service Cloud Developer to join our L2 production support team. The role involves deep technical troubleshooting, root cause analysis, and implementing robust fixes for complex Service Cloud issues. The candidate should be comfortable working in CET shift hours and collaborating closely with global stakeholders, AMS teams, and business users.
Responsibilities
- Provide L2 support for Salesforce Service Cloud applications in production environments
- Perform advanced troubleshooting of incidents, defects, and performance issues
- Conduct root cause analysis (RCA) and implement permanent fixes
- Handle complex Apex, LWC, and integration-related issues
- Review and optimize existing Service Cloud customizations and configurations
- Support and enhance Case Management; Queues, Omni-Channel, and Assignment Rules; Entitlements, SLAs, and Milestones; Email-to-Case, CTI, and channel integrations
- Collaborate with functional consultants and business teams
- Participate in deployments, hotfixes, and release validations
- Ensure adherence to Salesforce best practices, performance, and security standards
- Create and maintain technical documentation and RCA reports
Requirements
- 8-11 years of professional experience
- Strong hands-on expertise in Salesforce Service Cloud
- Proficiency in Apex (Triggers, Classes, Async Apex) and Lightning Web Components (LWC)
- Deep understanding of Salesforce security model (OWD, sharing rules, profiles, permission sets)
- Knowledge of governor limits and performance tuning
- Background in debug logs, monitoring, and production issue analysis
- Strong SOQL/SOSL skills
- Experience working in production support, AMS, or L3 roles
- Capability to handle high-pressure production issues and critical incidents
- Strong communication skills for coordination with European stakeholders
- Willingness to work in CET time zone shifts on a regular basis
- Proficiency in English at an Upper-Intermediate level (B2) or higher
Nice to have
- Experience with integrations (REST/SOAP APIs, middleware)
- Exposure to CTI, Omni-Channel, or Digital Engagement
- Familiarity with Field Service Lightning
- Salesforce certifications (PD1, PD2, or Service Cloud Consultant)
- Experience working with ITIL-based support processes