Integration And Support Engineer

About the Role

We are looking for an Integration Support Engineer to own the day-to-day operational health of our custom integration between Salesforce and AWS. This role is responsible for monitoring, troubleshooting, and maintaining the AWS-based services (Lambda, API Gateway, S3, RDS, EC2) that power data flow and process automation between Salesforce and downstream systems. You will be the first line of support for integration issues, working closely with development, DevOps, and Salesforce administration teams to ensure reliable, secure, and performant operations.

Key Responsibilities

• Monitor daily operations of the SalesforceAWS integration, ensuring data flows and scheduled jobs run without disruption.
• Triage, investigate, and resolve incidents related to integration failures, using CloudWatch logs, metrics, and alarms to identify root causes.
• Support and maintain AWS Lambda functions (primarily Node.js) that handle data transformation, transaction processing, and event-driven workflows.
• Manage and troubleshoot AWS API Gateway endpoints used for Salesforce-to-AWS and AWS-to-Salesforce communication.
• Administer access and permissions using IAM, following least-privilege principles for roles, policies, and service accounts.
• Support data storage and retrieval issues involving S3 (file storage, integration payloads, logs/archives) and RDS (relational database backend for integration data).
• Assist with EC2 instance-level troubleshooting (application servers, batch jobs, or middleware components), including performance and connectivity issues.
• Monitor and support VPC configurations (subnets, security groups, NACLs, peering/connectivity) relevant to integration components.
• Perform daily health checks, log reviews, and proactive monitoring to catch issues before they impact business operations.
• Document incidents, root cause analyses, and standard operating procedures (runbooks) for recurring issues.
• Escalate complex architectural or development issues to engineering teams with clear diagnostic context.
• Coordinate with Salesforce Admins/Developers to troubleshoot issues spanning both platforms (e.g., failed API calls, data sync errors, Apex/Lambda handoff failures).
• Participate in on-call rotation for critical incident support, as needed.
• Support minor configuration changes, deployments, or patches under change management processes.

Required Skills & Qualifications

• Hands-on experience with core AWS services:

• IAM – roles, policies, permission troubleshooting

• S3 – bucket management, access policies, lifecycle rules

• EC2 – instance management, basic OS/network troubleshooting

• RDS – database monitoring, connectivity, basic query troubleshooting

• CloudWatch – logs, metrics, alarms, dashboards

• VPC – networking fundamentals, security groups, subnets

• Lambda – deploying, monitoring, and debugging serverless functions

• API Gateway – configuring and troubleshooting REST/HTTP APIs

• Working knowledge of Node.js (reading/debugging code, understanding async workflows, logging, error handling).

• Understanding of how Salesforce integrates with external systems (REST/SOAP APIs, webhooks, platform events, or middleware) — hands-on Salesforce admin experience is a plus but not required.

• Experience with incident troubleshooting, log analysis, and root-cause investigation in a production environment.

• Familiarity with version control (Git) and basic CI/CD concepts.

• Strong communication skills — able to explain technical issues clearly to both technical and non-technical stakeholders.

• Ability to work independently, prioritize issues by business impact, and manage time-sensitive incidents.

Preferred Qualifications

• AWS Certification (e.g., AWS Certified SysOps Administrator, AWS Certified Developer – Associate, or AWS Certified Solutions Architect – Associate).
• Prior experience supporting Salesforce integrations is a plus.
• Experience with Infrastructure-as-Code tools (CloudFormation, Terraform, CDK).
• Familiarity with ticketing/ITSM tools (Jira, ServiceNow) for incident tracking.
• Basic scripting skills (Python or Bash) for automation of routine checks.

Experience Level

• 2–4 years of experience in application/production support, DevOps support, or a similar technical operations role.
• Direct exposure to AWS cloud environments in a support or operations capacity is required.

Soft Skills

• Strong problem-solving mindset with attention to detail under pressure.
• Ownership mentality — comfortable driving an issue from detection to resolution.
• Collaborative team player who can work across Salesforce, DevOps, and engineering teams.
• Comfortable working in a fast-paced environment with shifting priorities.