Lead Software Engineer - Salesforce Service Cloud

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 environmentsPerform advanced troubleshooting of incidents, defects, and performance issuesConduct root cause analysis (RCA) and implement permanent fixesHandle complex Apex, LWC, and integration-related issuesReview and optimize existing Service Cloud customizations and configurationsSupport and enhance Case Management; Queues, Omni-Channel, and Assignment Rules; Entitlements, SLAs, and Milestones; Email-to-Case, CTI, and channel integrationsCollaborate with functional consultants and business teamsParticipate in deployments, hotfixes, and release validationsEnsure adherence to Salesforce best practices, performance, and security standardsCreate and maintain technical documentation and RCA reports Requirements 8-11 years of professional experienceStrong hands-on expertise in Salesforce Service CloudProficiency 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 tuningBackground in debug logs, monitoring, and production issue analysisStrong SOQL/SOSL skillsExperience working in production support, AMS, or L3 rolesCapability to handle high-pressure production issues and critical incidentsStrong communication skills for coordination with European stakeholdersWillingness to work in CET time zone shifts on a regular basisProficiency 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 EngagementFamiliarity with Field Service LightningSalesforce certifications (PD1, PD2, or Service Cloud Consultant)Experience working with ITIL-based support processes 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 environmentsPerform advanced troubleshooting of incidents, defects, and performance issuesConduct root cause analysis (RCA) and implement permanent fixesHandle complex Apex, LWC, and integration-related issuesReview and optimize existing Service Cloud customizations and configurationsSupport and enhance Case Management; Queues, Omni-Channel, and Assignment Rules; Entitlements, SLAs, and Milestones; Email-to-Case, CTI, and channel integrationsCollaborate with functional consultants and business teamsParticipate in deployments, hotfixes, and release validationsEnsure adherence to Salesforce best practices, performance, and security standardsCreate and maintain technical documentation and RCA reports Requirements 8-11 years of professional experienceStrong hands-on expertise in Salesforce Service CloudProficiency 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 tuningBackground in debug logs, monitoring, and production issue analysisStrong SOQL/SOSL skillsExperience working in production support, AMS, or L3 rolesCapability to handle high-pressure production issues and critical incidentsStrong communication skills for coordination with European stakeholdersWillingness to work in CET time zone shifts on a regular basisProficiency 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 EngagementFamiliarity with Field Service LightningSalesforce certifications (PD1, PD2, or Service Cloud Consultant)Experience working with ITIL-based support processes