Software Engineer - Salesforce Support
Location: India; Hybrid
Salesforce Support & E-Commerce SRE (Hybrid Role)
Job Description
About the Team
About the Role
The Salesforce Support & E-Commerce SRE professional will support business-critical Salesforce and E-commerce platforms, ensuring production stability, system reliability, and high availability. This hybrid role is split 50% Salesforce Production Support and 50% E-commerce Site Reliability Engineering (SRE) responsibilities. The role focuses on production support, incident management, monitoring, root cause analysis, and operational excellence across platforms. The ideal candidate brings strong Salesforce functional and technical knowledge along with hands-on experience in production issue resolution and exposure to SRE practices including observability, system monitoring, and reliability engineering.
Responsibilities
• Provide L2/L3 production support for Salesforce applications.
• Troubleshoot and resolve Salesforce issues related to user access, profiles, roles, and permissions.
• Resolve data issues, validation rule failures, flows, and automation errors.
• Investigate and resolve integration failures with upstream and downstream systems.
• Monitor Salesforce jobs, scheduled processes, and integrations.
• Perform root cause analysis (RCA) for recurring or critical Salesforce issues.
• Coordinate with Salesforce Administrators, Developers, and external vendors for defect fixes and enhancements.
• Support E-commerce production systems to ensure high availability and optimal performance.
• Monitor applications using logs, dashboards, alerts, health checks, and observability tools.
• Handle production incidents, outages, and performance degradation scenarios.
• Perform root cause analysis and implement preventive measures for E-commerce systems.
• Support deployments, releases, and rollback procedures.
• Participate in on-call rotation and incident bridge calls as required.
• Collaborate with infrastructure, DevOps, and security teams to maintain operational stability.
• Act as a bridge between business stakeholders, Salesforce teams, and E-commerce technical teams.
• Communicate incident status, impact, and resolution clearly to stakeholders.
• Follow ITIL and incident management best practices.
• Support continuous improvement initiatives across Salesforce and E-commerce platforms.
Criteria
• 2+ years of experience in Salesforce Support or Salesforce Operations.
• Overall 4–6+ years of IT production support experience.
• Strong understanding of Salesforce platform functionality and configurations.
• Hands-on experience in troubleshooting production issues and performing root cause analysis.
• Exposure to Site Reliability Engineering (SRE) practices including monitoring and observability.
• Experience supporting E-commerce or customer-facing digital platforms.
• Familiarity with incident management and ITIL best practices.
• Strong communication and stakeholder management skills.
• Ability to work collaboratively in cross-functional environments.
• Self-motivated and able to work independently in high-pressure production environments.
• Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field.
About Us
Founded in 1956, Williams-Sonoma, Inc. is the premier specialty retailer of high-quality products for the kitchen and home in the United States. Today, Williams-Sonoma, Inc. is one of the United States' largest e-commerce retailers with some of the best-known and most beloved brands in home furnishings. Our family of brands includes Williams-Sonoma, Pottery Barn, Pottery Barn Kids, Pottery Barn Teen, West Elm, Williams-Sonoma Home, Rejuvenation, GreenRow, and Mark and Graham. We currently operate retail stores globally, and our products are available through catalogs and online worldwide.
About Us
Founded in 1956, Williams-Sonoma Inc. is the premier specialty retailer of high-quality products for the kitchen and home in the United States. Today, Williams-Sonoma, Inc. is one of the United States' largest e-commerce retailers with some of the best known and most beloved brands in home furnishings. Our family of brands are Williams-Sonoma, Pottery Barn, Pottery Barn Kids, Pottery Barn Teen, West Elm, Williams-Sonoma Home, Rejuvenation, GreenRow and Mark and Graham. We currently operate retail stores globally. Our products are also available to customers through our catalogs and online worldwide.
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