Salesforce Production Support Engineer & Team Lead

Publicis Sapient is a digital transformation partner helping established organizations get to their future, digitally-enabled state, both in the way they work and the way they serve their customers. We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting and customer experience with agile engineering and problem-solving creativity. United by our core values and our purpose of helping people thrive in the brave pursuit of next, our 20,000+ people in 53 offices around the world combine experience across technology, data sciences, consulting and customer obsession to accelerate our clients’ businesses through designing the products and services their customers truly value.

We are seeking an experienced salesforce engineer for a Level 3 Salesforce Production Support Engineer and Team Lead role. This role is critical in ensuring the stability and responding to production support requests in two Salesforce production orgs with CPQ, Service Cloud, Experience Cloud, and App Cloud functionalities. The ideal candidate will work closely with our India-based support pod and be responsible for hands-on production support, break-fix, and deployment activities. This position requires an ITIL-based approach to ticket management and delegation.

Your Impact:

• Provide Level 3 support for two Salesforce orgs, focusing on CPQ, Service Cloud, Experience Cloud, and App Cloud functionalities.
• Manage and resolve high-complexity incidents, service requests, and problems in a timely manner.
• Perform hands-on production support and break-fix activities to ensure system reliability and performance leveraging salesforce debug logs and issue reproduction
• Lead deployment efforts, including planning, execution, and post-deployment validation.
• Collaborate with an India-based support pod, delegating tasks and ensuring adherence to ITIL processes and best practices.
• Work closely with cross-functional teams to identify and implement solutions that enhance system performance and user experience.
• Maintain a proactive approach to Salesforce system monitoring, identifying potential issues before they impact business operations.
• Provide technical guidance and mentorship to India team members within the support pod.
• Document and maintain procedures, knowledge articles, and system configurations for ongoing support and training.
• Collaborate with business on tickets requiring clarification
• Stay up-to-date with Salesforce platform updates, new features, and industry trends to continuously improve support processes.
• Troubleshoot and isolate data synch / integration issues with integrated SAP environment(s)

Your Skills and Experience:

• 8+ years of experience in Salesforce development
• CPQ and/or Service Cloud and/or Experience Cloud experience nice to have
• Proven track record of successful Salesforce deployments and production support.
• Strong understanding of ITIL processes and experience in an ITIL-based support environment.
• Excellent problem-solving skills with the ability to analyze complex issues and implement effective solutions.
• Exceptional communication and interpersonal skills, with the ability to work collaboratively with global teams.
• Salesforce certifications (e.g., Salesforce PDII, Salesforce CPQ Specialist) are highly desirable.
• Ability to work onsite in the Houston office 75% of the time (MUST)

Level:  Manager

Compensation Range:  $120,000 - 165,000 (Depending on experience)

As part of our dedication to an inclusive and diverse workforce, Publicis Sapient is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [email protected] or you may call us at +1-617-621-0200.