Job Description
We are hiring a Senior Salesforce Developer to own the post-sale Salesforce footprint — Service Cloud, Experience Cloud (partner portals), and the asset / entitlement / case backbone that powers our global support organization. Like the rest of our Salesforce team, you will operate as a forward-deployed engineer: there are no separate BAs, QAs, or release engineers — you own the full lifecycle from requirement to production, working hand-in-hand with the support, services, and partner-success teams.
What You'll Do
- Design and build Service Cloud functionality: case management, case routing and assignment, queues, omni-channel, escalation rules, milestones, entitlement processes, SLA enforcement, and service console experiences for support engineers.
- Implement and maintain complex asset and entitlement management — multi-level asset hierarchies, asset-based entitlements, warranty / contract linkage, and asset-to-case association used by support engineers every day.
- Own Email-to-Case (and Web-to-Case where applicable): configure routing addresses, parsing rules, threading, attachments, on-behalf-of handling, and bounce management.
- Build and maintain Experience Cloud / Partner Portal sites — page design (LWR or Aura templates), navigation, sharing and visibility, audience targeting, knowledge surfacing, case submission, asset visibility, and self-service flows.
- Build core Salesforce customizations using Apex (triggers, batch, queueable, async), Lightning Web Components, Aura, and Salesforce Flows.
- Design and implement integrations between Salesforce and the post-sale ecosystem — telemetry / monitoring platforms, RMA / logistics systems, parts and inventory, knowledge bases, chat / voice platforms, and field service tooling — using REST/SOAP APIs, OAuth, named credentials, Platform Events, Change Data Capture, and Bulk/Streaming APIs.
- Collaborate closely with our dedicated integration / middleware team (who own MuleSoft, Boomi, and Workato) to co-design contracts, troubleshoot cross-system flows, and ship end-to-end solutions together.
- Partner directly with support engineers, services managers, and partner-success leaders to gather requirements and ship iteratively.
- Own production support for the post-sale Salesforce stack: triage, root-cause analysis, hotfix, and long-term remediation.
- Manage your own deployments using SFDX, Git-based source control, and CI/CD pipelines (Copado, Gearset, Flosum, or similar).
- Use AI tools (e.g., Agentforce Vibes / vibe coding, Copilot, Claude) as part of your day-to-day workflow — we expect every engineer on the team to lean on AI to ship faster and better.
Required Qualifications
- 7–10 years of total Salesforce experience, with at least 4+ years dedicated to Service Cloud and Experience Cloud / Communities.
- Deep expertise in Service Cloud: case management, assignment and escalation rules, omni-channel routing, queues, milestones, entitlement processes, service contracts, knowledge management, and console design.
- Hands-on experience building and maintaining complex asset management — asset hierarchies, asset-based entitlements, contract / warranty linkage, and asset-driven case workflows.
- Production experience with Email-to-Case (routing addresses, parsing, threading, attachments, and edge-case handling).
- Hands-on experience building and maintaining Experience Cloud / Partner Portal sites (LWR and/or Aura), including sharing models, audience targeting, profile / permission-set design, and custom LWCs embedded inside the portal.
- Strong Apex, LWC, Aura, SOQL/SOSL, and Salesforce Flows skills.
- Strong, hands-on Salesforce integration experience — REST/SOAP APIs, OAuth, named credentials, Platform Events, Change Data Capture, and Bulk/Streaming APIs — with a track record of designing reliable, observable, and secure inbound/outbound integrations across the post-sale ecosystem (telemetry, RMA, parts, knowledge, voice/chat, field service, etc.).
- Strong collaboration skills with adjacent technical teams (integration/middleware, data platform, DevOps) — able to co-design contracts, debug across system boundaries, and ship together.
- Comfort owning features end-to-end, from a support-team conversation to production deploy.
- Experience with Git, SFDX, and CI/CD tooling for Salesforce.
- Strong collaboration skills — comfortable working directly with non-technical stakeholders in support, services, and partner organizations.
Required Certifications
- Salesforce Certified Service Cloud Consultant
- Salesforce Certified Experience Cloud Consultant (formerly Community Cloud Consultant)
- Salesforce Certified Platform Developer I
- Salesforce Certified Administrator
Preferred Certifications
- Salesforce Certified Platform Developer II
- Salesforce Certified Field Service Consultant
- Salesforce Certified Platform App Builder
- Salesforce Certified Agentforce Specialist
- Salesforce Certified Application Architect or System Architect
Nice to Have
- Experience at a hardware, storage, networking, or enterprise software company with a global support and partner ecosystem.
- Experience working alongside (or hands-on with) middleware platforms we use today — MuleSoft, Boomi, and Workato — even though a dedicated team owns them. Familiarity with the patterns makes the collaboration smoother.
- Experience with Field Service / FSL (work orders, service appointments, dispatcher console, mobile app).
- Experience integrating Salesforce with monitoring / telemetry platforms (Splunk, Datadog, ServiceNow) or RMA / logistics systems.
- Experience with CTI integrations (Genesys, Amazon Connect, NICE inContact, Five9, Talkdesk).
- Experience with Knowledge management, AI-assisted case deflection, Einstein for Service, or Agentforce Service Agents.
- Experience supporting a global, follow-the-sun support model.
- Familiarity with ITSM concepts and tools (ServiceNow, Jira Service Management).
- Prior hands-on experience using AI development tools (Agentforce Vibes, vibe coding, Copilot, Claude, etc.) in a Salesforce context is a plus.
Salary Range for this role: $160,000.00 -$190,000.00
DDN
DDN has a very strong orientation towards these 4 characteristics and any successful employee will demonstrate these capabilities:
Self-Starter - Takes independent action to identify and solve problems. Seeks out relevant information needed to make decisions. Gets involved with new initiatives.
Success/Achievement Orientation - Delivers quality results consistently. Targets, achieves (or exceeds) measurable results. Sets challenging goals, focuses on critical priorities, and is accountable.
Problem Solving - Recognizes problems and responds with a systematic assessment that identifies and addresses cause of issue. Practical, realistic, and resourceful.
Innovative - Builds and improves key business processes that enhance the effectiveness of DDN. Generates new ideas, challenges the status quo, and solves problems creatively.
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