Integration and Support Engineer

About the Role

We seek a dedicated Integration Support Engineer to oversee the everyday operational integrity of our customized integration linking Salesforce with AWS services. This pivotal role involves monitoring, troubleshooting, and sustaining AWS infrastructure components such as Lambda, API Gateway, S3, RDS, and EC2 that enable automated data flows and processes between Salesforce and connected systems. As the primary responder to integration-related issues, you will collaborate closely with development, DevOps, and Salesforce administration teams to guarantee secure, reliable, and efficient operations.

Key Responsibilities

• Oversee daily operations of the Salesforce and AWS integration to ensure smooth data flow and successful execution of scheduled tasks.
• Identify, analyze, and resolve integration-related incidents by leveraging CloudWatch logs, metrics, and alarms to diagnose root causes.
• Maintain and support AWS Lambda functions (mainly Node.js) responsible for data transformations, transactional processing, and event-driven workflows.
• Administer and troubleshoot AWS API Gateway endpoints facilitating communication between Salesforce and AWS.
• Manage IAM access controls, adhering to least-privilege principles for roles, policies, and service accounts.
• Address issues related to data storage and retrieval involving S3 buckets and RDS backend databases for integration data.
• Provide support for EC2 instances including application servers, batch jobs, or middleware, focusing on performance and connectivity troubleshooting.
• Monitor and maintain VPC settings including subnets, security groups, network access control lists, and peering relevant to integration components.
• Conduct routine health checks, review logs, and perform proactive monitoring to preempt operational disruptions.
• Document incidents, conduct root cause analyses, and develop standardized runbooks for recurring problems.
• Escalate intricate architectural or development challenges to engineering teams with comprehensive diagnostic information.
• Coordinate troubleshooting efforts with Salesforce admins and developers for cross-platform issues like failed API calls, data synchronization errors, and Apex/Lambda interactions.
• Participate in on-call rotations for managing critical incident responses as necessary.
• Implement minor configuration updates, deployments, or patches within governed change management procedures.

Required Skills and Qualifications

• Practical expertise with key AWS services: IAM, S3, EC2, RDS, CloudWatch, VPC, Lambda, and API Gateway.
• Competence in managing IAM roles, policies, and troubleshooting permission issues.
• Experience handling S3 bucket operations including access policies and lifecycle configurations.
• Basic OS and network diagnostics for EC2 instances.
• Monitoring and resolving connectivity or query issues with RDS databases.
• Proficiency in using CloudWatch for logs, metrics, alarms, and dashboard setups.
• Understanding of VPC fundamentals covering networking, security groups, and subnet configurations.
• Capability to deploy, monitor, and debug serverless Lambda functions.
• Knowledge in configuring and troubleshooting API Gateway REST/HTTP APIs.
• Familiarity with Node.js for examining and debugging asynchronous code workflows and error handling.
• Understanding of Salesforce integration mechanisms (REST/SOAP APIs, webhooks, platform events, middleware), with Salesforce administrative experience considered an advantage.
• Experience in incident troubleshooting and root cause analysis in production environments.
• Basic understanding of Git version control and continuous integration/continuous deployment concepts.
• Clear communication skills for conveying technical information to diverse audiences.
• Ability to work autonomously, prioritize business-critical issues, and manage time-sensitive incident responses effectively.

Preferred Qualifications

• Certifications such as AWS Certified SysOps Administrator, AWS Certified Developer – Associate or AWS Certified Solutions Architect – Associate.
• Previous experience supporting Salesforce integration projects.
• Experience with Infrastructure-as-Code tools like CloudFormation, Terraform, or AWS CDK.
• Familiarity with IT service management and ticketing systems such as Jira or ServiceNow.
• Basic scripting capabilities in Python or Bash to automate routine monitoring tasks.

Experience Level

• Between 2 to 4 years of experience in application support, production support, DevOps support, or similar technical operational roles.
• Hands-on experience working within AWS cloud environments, focusing on support or operations responsibilities.

Soft Skills

• Demonstrates strong analytical and problem-solving skills with keen attention to detail under pressure.
• Takes ownership of issues and drives them from identification to resolution.
• Works effectively as part of a team, collaborating with Salesforce, DevOps, and engineering stakeholders.
• Adaptable to dynamic, fast-paced work environments with frequently changing priorities.