Salesforce Production Support Engineer

Own the opportunity as a Cloud Developer Advisor and help ensure the mission is never interrupted. At GDIT, we deliver clarity with our cloud solutions and provide meaningful work. Your work will be an important part of transforming our clients for the modern age and help them face any obstacle.

At GDIT, people are our differentiator. As a Salesforce Production Support Developer, you will help ensure today is safe and tomorrow is smarter. Our work depends on Cloud Developer Advisor joining our team to remotely provide production support on the Salesforce platform. This position is 100% remote with work schedules based on Eastern Standard Time (EST). Work visa sponsorship will not be provided for this role.

How a Salesforce Production Support Developer Will Make an Impact:

• Lead and manage the Salesforce production development support team to ensure timely and effective resolution of issues.
• Monitor Salesforce system performance and proactively address any potential disruptions or anomalies.
• Troubleshooting and resolving complex Salesforce issues, including data integrity, integration, and functionality problems.
• Act as the primary point of contact for Salesforce production issues, coordinating with various teams to address and resolve problems and issues and providing timely updates on progress.
• Manage and prioritize production support tickets, ensuring they are resolved within defined SLAs.
• Identifying, troubleshooting, and resolving defects encountered during various stages of project delivery, including during the deployment and implementation of the solution in production environments, utilizing top-notch troubleshooting techniques and digging deep into code.
• Identifying, documenting, and presenting root causes, proposing test cases and fixes, and developing new debugging tools while working closely with product teams.
• Using your Salesforce platform and developer skills to solve critical technical issues reported by end users and clients. May include: developing Lightning components both by writing custom LWC in JavaScript with Aura framework and within the Salesforce Lightning Design System, maintaining fluency with Apex, Salesforce query, and Salesforce Search language (SOQL and SOSL), as well as developing and configuring solutions using Salesforce functionality/Lightning Components (AURA and LWC), communities, APEX, Visualforce Pages, SOQL, and SOSL etc.
• Collaborating with development, QA, and other cross-functional teams to deploy updates, enhancements, and bug fixes.
• Collaborating with Solutions Architects, Development Manager, Development Team, Business Analysts, CMS, and other Agile team members to solve complex policy and system integration involving activities across several Salesforce Orgs.
• Developing and maintaining production support documentation, including runbooks, SOPs, and FAQs.
• Participating in the support and maintenance of production systems, including responding to incidents and performing root cause analysis.
• Mentoring Technical Support with technical issue resolution and best practices.
• Work M-F 9AM-5PM Eastern Standard Time (EST) and will be expected to actively attend and participate in DAILY meetings.
• May work off-hours for deployment support and will require schedule flexibility to accommodate business needs. Production support will usually be pre-arranged.

Required Experince:

• Bachelor’s degree and 5+ years of hands-on experience leading production support on the Salesforce platform in Lightning.  
• 8+ years of experience in Salesforce production/technical support.
• Expert level working knowledge on major Salesforce.com technologies, data modeling, integration, and data migration.
• Possess Valid Salesforce Platform Developer I Certification - Please include Trailblazer link on resume .
• Possess Valid Salesforce Platform Developer II Certification - Please include Trailblazer link on resume.
• Extensive understanding of Salesforce.com best practices, Architecture, Design, Development, Administration, and security model.
• Working knowledge and experience with complex business systems integration, such as with Copado, as well as object-oriented design patterns and development.
• Extensive understanding of Salesforce Service Cloud and Experience Cloud (Communities) development and customization.
• Experience with SFDC specific IDE and version control configurations (Github, BitBucket) for Salesforce development (VS Code, IntelliJ, SFDX)
• Experince investigating, documenting, and presenting root cause analysis of production issues and bugs.
• Strong communication skills with the ability to present ideas to various levels/skillsets, both internally and externally.
• Provide technical assistance and end user troubleshooting for bug fixes, enhancements, and “how-to” assistance.
• Ability to multitask between multiple projects and both business and technical stakeholders.
• Candidate must be willing and able to obtain a CMS Public Trust clearance.
• Candidate must have resided in the U.S. 3 out of the last 5 years.

Preferred Skills:

• Hands-on experience with Continuous Integration/Continuous Development (CI/CD)/Copado
• Extensive understanding of HTML, CSS, XML, JavaScript, jQuery and Bootstrap.
• Experience in development of Web Services (SOAP and REST)
• Healthcare Service Industry or Center for Medicare and Medicaid Services (CMS) experience 
• Experience working with JIRA, Confluence, and SharePoint
• Experience with infrastructure in a cloud environment (AWS preferred)
• Experience with Agile methodologies and frameworks such as, but not limited to: SAFe, Scrum, Kanban
• Certified SAFe Agilist, SAFe Practitioner or other Agile certification(s)  

GDIT is your place:

• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holidays