Production Service Engineer, Staff - Salesforce

Salesforce Production Service Engineer

About the role:

This role is a key contributor within the Salesforce CoE, functioning as an embedded resource with advanced Admin and coding skills (Apex, LWC, Integrations[, along with a strong working knowledge of AI tools, to support the Salesforce platform. The position involves contributing to resolving user issues, platform governance, maintaining a healthy Org score, environment management activities, and contributing to the development of new features as part of scrum teams.

What you’ll be doing:

Play a key role in Salesforce CoE and support the end users by actively resolving their issues on Salesforce applications that are raised through ServiceNow[
Monitor the Salesforce queues and actively work on resolving the tickets.
Troubleshoot, perform root cause analysis, and fix the issues as per the guidelines mentioned by the CoE.
Leverage AI tools and AI-assisted development practices to fulfill job responsibilities, accelerate delivery, and improve productivity.
Coordinate with different stakeholders to resolve the tickets.
Collaborate with other developers, tech leads and architects and get the knowledge on latest features deployed to PROD.
Keep up to date on the Salesforce release features.
Be flexible to contribute to any of the scrum team as a salesforce developer and contribute to the feature development that adds value to the scrum team
Support the platform activities, like Org health checkup, Environment management, DevOps and platform governance related tasks.

What we’ll want you to have:

2+ years of experience in Salesforce administration and development - proficiency in User Management, Sharing and Security, configs, declarative automation tools.
Good knowledge and hands on coding skills - Apex, Lightning Components, Integrations.
Hands on experience in using DevOps tools and familiar with deployments.
Trouble shooting skills and previous work experience in Support role. 
Good knowledge of Sales Cloud and Service Cloud. 
Nice to have - exposure on Agentforce, CPQ/PSA/CTI
Hands-on exposure to AI and AI-assisted development tools such as Copilot, Claude, etc., with demonstrated ability to apply them to improve development and support productivity.
Strong communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders
Able to work independently and proactively raises risks and seek help when needed.
Flexible in working hours and provide on-call support during US time zone. 
Able to work flexible hours as required by business priorities.
Able to deliver work that meets all requirements of quality, security, and operability.

Beneficial Skills

Salesforce certifications like Administrator, Platform Developer-1.

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Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.