Technical Lead - Salesforce

We are seeking a Salesforce Support Lead to oversee and manage the day-to-day support activities for our Salesforce platform. The ideal candidate will have strong knowledge of Salesforce features, as well as experience managing a team of support professionals. This role involves troubleshooting issues, handling escalations, and ensuring that our Salesforce system is fully optimized to meet business needs. Key Responsibilities : Leadership and Team Management : Lead and mentor a team of Salesforce support analysts to ensure high-quality service delivery and effective issue resolution. Salesforce System Support : Provide technical support, including troubleshooting, problem-solving, and resolving user issues related to Salesforce applications, configurations, and integrations. Issue Management : Act as the escalation point for complex support issues, ensuring timely and efficient resolution. User Training and Support : Provide training, guidance, and documentation to end-users on Salesforce best practices, new features, and system updates. System Monitoring and Optimization: Regularly monitor system performance, identify inefficiencies, and suggest improvements to optimize the Salesforce platform. Incident Management: Coordinate with the development and admin teams to resolve incidents, ensuring minimal disruption to Work closely with Salesforce developers, administrators, and other cross-functional teams to ensure alignment on business requirements and technical solutions. Reporting and Metrics: Create and maintain regular performance and issue-resolution reports to track team performance and identify recurring issues. Customization Support: Assist with minor configuration changes and assist with major customizations as needed by the business. Upgrades and Releases: Oversee the testing and deployment of Salesforce updates and new releases, ensuring that all changes are smoothly integrated with minimal disruption. Required Qualifications : Experience : - At least 7 years of hands-on experience supporting Salesforce applications years in a team lead or supervisory role, managing a team of support professionals. - Experience in troubleshooting, user support, and Salesforce Skills : - Strong understanding of Salesforce features (Sales Cloud, Service Cloud, Marketing Cloud, etc.). - Familiarity with Salesforce configuration (Reports, Dashboards, Process Builder, Flow). - Knowledge of integrations with third-party systems and tools. - Experience with data management, including import/export tools (Data Loader, Data Import : Salesforce Administrator Certification (Salesforce Certified Administrator) is preferred. Additional certifications such as Salesforce Advanced Administrator, Platform App Builder, or Service Cloud Consultant would be a plus. (ref:hirist.tech)

Location: bangalore, IN

Posted Date: 1/15/2025