Salesforce B2B Support Technical Lead

Description :

Job Title : Salesforce B2B Support Tech Lead

Location : Remote

Job Type : Contract

Experience : 12+ Years

Availability : Immediate or within 20 days

Job Overview :

We are seeking a highly experienced Salesforce B2B Support Tech Lead to manage and support enterprise-level B2B Commerce platforms. The ideal candidate will possess strong expertise in handling L2 and L3 support, ensuring seamless system performance, and maintaining integrations across multiple enterprise applications. This role requires a proactive professional capable of troubleshooting complex technical issues, optimizing platform performance, and collaborating with cross-functional teams to drive operational excellence.

Key Responsibilities :

- Provide Level 2 (L2) and Level 3 (L3) support for the Salesforce B2B Commerce platform, ensuring high availability and performance.

- Manage ongoing system maintenance, incident resolution, and platform enhancements.

- Diagnose and resolve complex technical issues in a timely and efficient manner.

- Monitor system performance and implement optimization strategies to improve scalability and reliability.

- Handle integrations with Umbraco CMS, SAP ERP, Hybris (SAP Commerce), and other enterprise systems.

- Coordinate with business stakeholders, developers, and third-party vendors to ensure seamless operations.

- Lead root cause analysis (RCA) and implement preventive measures to minimize recurring issues.

- Support deployment activities, including release management, patches, and upgrades.

- Ensure adherence to Service Level Agreements (SLAs) and organizational best practices.

- Maintain comprehensive technical documentation, including knowledge bases and support procedures.

- Drive continuous improvement initiatives to enhance system stability and user experience.

- Provide technical guidance and mentorship to junior team members.

Required Skills and Qualifications :

- 12+ years of overall IT experience, with significant expertise in Salesforce technologies.

- Proven experience in supporting Salesforce B2B Commerce platforms.

- Strong hands-on experience in managing L2 and L3 support and maintenance activities.

- Working knowledge of Hybris (SAP Commerce).

- Expertise in integrating enterprise systems such as Umbraco CMS and SAP ERP.

- Proficiency in troubleshooting complex technical and integration-related issues.

- Experience with APIs, middleware, and web services (REST/SOAP).

- Strong understanding of system architecture, performance optimization, and scalability.

- Familiarity with release management, DevOps practices, and ticketing tools such as Jira or ServiceNow.

- Knowledge of Salesforce best practices, governance, and security standards.

- Excellent analytical, problem-solving, and decision-making skills.

- Strong communication and stakeholder management abilities.

Preferred Qualifications :

- Salesforce certifications such as Salesforce B2B Commerce Developer or Architect.

- Experience working in Agile or Scrum environments.

- Exposure to cloud platforms and enterprise integration frameworks.

- Familiarity with monitoring and logging tools.

- Experience working with global or enterprise-level clients.

Soft Skills :

- Strong leadership and team collaboration abilities.

- Exceptional organizational and time management skills.

- Ability to work independently in a remote environment.

- Detail-oriented with a commitment to quality and excellence.

- Strong interpersonal and presentation skills.