Staff Engineer, Salesforce Production Support & AI Operations

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Job Summary

We are seeking a technically strong Salesforce professional to help maintain the stability and reliability of enterprise Salesforce applications while contributing to AI Operations initiatives. This role combines hands-on production support, technical troubleshooting and incident ownership with collaboration across business and engineering teams to identify repetitive service requests and onboard suitable use cases to Equinix’s Sidekick AI platform. The role is an individual-contributor position requiring technical judgment, strong communication and a willingness to learn and work with technologies beyond Salesforce.

Responsibilities

• Salesforce Production Support & Technical Troubleshooting
• Own triage, investigation, escalation and resolution of Salesforce production issues; coordinate major incidents and provide timely updates to business stakeholders.
• Troubleshoot Salesforce issues involving Apex, SOQL, triggers, Salesforce Flow, debug logs, permissions, asynchronous jobs and platform limits.
• Investigate REST/SOAP API and integration failures, data synchronisation issues and related dependencies; collaborate with engineering teams to drive issues to closure.
• Lead root-cause analysis (RCA), identify recurring problems and follow through on corrective and preventive actions to improve platform stability and reduce repeat incidents.
• Coordinate with vendor and managed-service support teams, monitor service-level commitments, support knowledge transfer and maintain operational runbooks and documentation.
• Partner with Salesforce engineering, QA and other application teams on releases, hotfixes, change readiness and post-release validation as required.
• AI Operations, Automation & Continuous Improvement
• Work with business users and application teams to understand service requests and identify opportunities to reduce manual, repetitive work.
• Translate suitable business use cases, such as routine access, setup or service requests, into requirements for onboarding to the Sidekick AI platform.
• Collaborate with the AI platform team and relevant engineers to validate use cases, coordinate implementation and support adoption.
• Identify opportunities for workflow automation and AI-assisted support; validate outcomes and follow approved security, privacy and human-review requirements.
• Bring curiosity and a learning mindset toward AI, Agentforce and other emerging technologies. Prior Agentforce implementation experience is beneficial but not required.

Qualifications - Must Have

• 6-12 years of relevant experience in Salesforce development, technical support or production support.
• Strong hands-on Salesforce technical knowledge, including practical Apex and SOQL skills and the ability to investigate triggers, existing Flows, debug logs and platform behaviour.
• Experience troubleshooting APIs and integrations and coordinating resolution across multiple technical teams.
• Experience in production support, incident management, prioritisation, root-cause analysis and service-level commitments.
• Strong written and verbal communication skills, with the ability to understand business problems, explain technical issues clearly and provide effective stakeholder updates.
• Ability to work collaboratively with vendor or managed-service teams and drive issues through to closure.
• Curiosity, adaptability and willingness to learn and work with AI, automation and technologies beyond Salesforce. Prior AI or Agentforce implementation is not required.

Nice to Have

• Exposure to generative AI, AI-assisted support, Agentforce, AI agents or an automation proof of concept.
• Experience building Salesforce Flow automations, scripts or other workflow automation.
• Familiarity with cloud platforms, DevOps, Git, CI/CD or Salesforce deployment tools.
• Experience supporting multiple enterprise applications or working across technology teams.
• Relevant Salesforce or IT service management certifications.

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability.  If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law. 

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This posting is for a backfill position, meaning it is to fill an existing vacancy within our organization.