Position Summary :

We are seeking an experienced and highly motivated Support Technical Lead to lead the administration, production support, incident management, and continuous improvement of our Salesforce Sales Cloud platform.

Technical Leadership & Support Operations :

- Lead Salesforce Sales Cloud & Service Cloud support operations.

- Serve as the escalation point for critical incidents and technical issues.

- Mentor and guide Salesforce support team members.

- Ensure SLA compliance and support best practices.

- Drive process improvements and automation initiatives.

Salesforce Administration & Platform Management :

- Administer and support Salesforce Sales Cloud and Service Cloud.

- Manage users, roles, permissions, security, and configurations.

- Maintain platform security, compliance, and data integrity.

- Evaluate Salesforce releases and feature enhancements.

- Collaborate with architects and developers on scalable solutions.

Incident, Problem & Major Incident Management :

- Lead resolution of complex production incidents.

- Manage incident triage, escalation, and communications.

- Coordinate cross-functional teams during major outages.

- Conduct root cause analysis and preventive actions.

Monitoring, Reliability & Continuous Improvement :

- Establish proactive monitoring and alerting practices.

- Monitor application performance, integrations, and system health.

- Analyze support metrics and operational trends.

Required Qualifications :

- Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.

- 6+ years of hands-on experience administering and supporting Salesforce Sales Cloud and Service Cloud environments.

- 2+ years of experience leading support teams, technical operations, or platform support functions.

- Experience with IT Service Management (ITSM) and ticketing platforms such as ServiceNow.

- Excellent stakeholder management, leadership, communication, and presentation skills.