Description

Lead a support team providing L1, L2, and L3 technical assistance within a Salesforce environment. Own the release and support lifecycle for production systems.

Responsibilities

• Lead a team to provide L1/L2/L3 support and monitor production streams.
• Troubleshoot and resolve production issues, including job failures, by applying code fixes.
• Manage problem management activities and coordinate with support managers to improve processes.
• Own the creation of a knowledge base to document routine issues and troubleshooting approaches.
• Mentor and train team members on support and compliance processes.

Required Skills

• 7+ years of experience in Salesforce support operations, incident handling, and bug fixes.
• Hands-on experience managing user setup, roles, profiles, groups, queues, security, and permissions.
• Proficiency in Salesforce workflows, validation rules, custom objects, and fields.
• Technical expertise in Apex classes, Triggers, and Visualforce.
• Experience with Application Configuration and customization.
• Ability to troubleshoot application alerts using monitoring tools and follow SOPs.
• Proven experience leading teams of support analysts.
• Strong ability to prioritize tasks and collaborate with stakeholders under tight timelines.

Preferred Skills

• Experience developing effective training modules and user guides.

Key Skills

Education

Any Graduate