Salesforce Production Support and Release Lead – Copado

Location: Toronto – Hybrid (2-4 Days WFO)

Top 3 Required Skills:
• Copado is Mandatory
• Experience in Salesforce support
• Robust understanding of Salesforce architecture and data model, Copado for CI/CD usage, Apex, SOQL, Flows, Process Automation, Security model (roles, profiles, permission sets), nCino and Copado experience

Role Descriptions:
Production Support & Incident Management
• Own L2/L3 production support for Salesforce (Sales Cloud | Service Cloud | Experience Cloud | etc.)
• Act as primary escalation point for critical production incidents (P1/P2)
• Lead incident triage, resolution, and communication with stakeholders
• Ensure SLA adherence and timely issue resolution
• Coordinate on-call support and support rotations
Root Cause Analysis & Problem Management
• Perform root cause analysis (RCA) for recurring or major incidents
• Drive permanent fixes and preventive actions
• Maintain problem records and track remediation progress
• Identify systemic issues and recommend platform improvements
Release & Change Management




• Support production deployments and release validation
• Review change requests for production readiness
• Coordinate with Dev, QA, and DevOps teams during releases
• Ensure rollback plans and post-deployment verification
Salesforce Platform Management
• Monitor platform health, integrations, and data integrity
• Troubleshoot issues related to:
o Apex, Flows, Validation Rules
o Integrations (REST/SOAP APIs, middleware)
o Security, profiles, permission sets
• Ensure compliance with Salesforce best practices
Stakeholder & Team Leadership
• Act as bridge between business, IT, and Salesforce teams
• Provide clear status updates during incidents and outages
• Mentor and guide support analysts and junior admins
• Drive continuous improvement in support processes
Documentation & Governance
• Maintain runbooks, SOPs, and knowledge articles
• Improve monitoring, alerting, and automation
• Support audits, compliance, and governance standards
Desirable Skills:
• Digital: Salesforce Administration and Functional Design

📌 Salesforce Production Support and Release Lead – Copado (Toronto)
🏢 Astra North Infoteck
📍 Toronto