Lead Software Engineer - Salesforce Service Cloud

EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.

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 environments
• Perform advanced troubleshooting of incidents, defects, and performance issues
• Conduct root cause analysis (RCA) and implement permanent fixes
• Handle complex Apex, LWC, and integration-related issues
• Review and optimize existing Service Cloud customizations and configurations
• Support and enhance Case Management; Queues, Omni-Channel, and Assignment Rules; Entitlements, SLAs, and Milestones; Email-to-Case, CTI, and channel integrations
• Collaborate with functional consultants and business teams
• Participate in deployments, hotfixes, and release validations
• Ensure adherence to Salesforce best practices, performance, and security standards
• Create and maintain technical documentation and RCA reports

Requirements

• 8-11 years of professional experience
• Strong hands-on expertise in Salesforce Service Cloud
• Proficiency 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 tuning
• Background in debug logs, monitoring, and production issue analysis
• Strong SOQL/SOSL skills
• Experience working in production support, AMS, or L3 roles
• Capability to handle high-pressure production issues and critical incidents
• Strong communication skills for coordination with European stakeholders
• Willingness to work in CET time zone shifts on a regular basis
• Proficiency 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 Engagement
• Familiarity with Field Service Lightning
• Salesforce certifications (PD1, PD2, or Service Cloud Consultant)
• Experience working with ITIL-based support processes

We offer

• Opportunity to work on technical challenges that may impact across geographies
• Vast opportunities for self-development: online university, knowledge sharing opportunities globally, learning opportunities through external certifications
• Opportunity to share your ideas on international platforms
• Sponsored Tech Talks & Hackathons
• Unlimited access to LinkedIn learning solutions
• Possibility to relocate to any EPAM office for short and long-term projects
• Focused individual development
• Benefit package:
  • Health benefits
  • Retirement benefits
  • Paid time off
  • Flexible benefits
• Forums to explore beyond work passion (CSR, photography, painting, sports, etc.)