Salesforce Support Lead (Remote)

Position: Salesforce Support Lead

Timings: 9 PM to 6 AM

We are looking for Level 2 Salesforce Support Lead who is responsible for overseeing complex

technical issues and providing advanced support to end-users and Level 2 support engineers and

technical engineers. This role involves deep technical expertise, effective team leadership, and

collaboration with other departments to ensure high-quality support services. The Technical Lead will

mentor junior team members and drive continuous improvement in support processes.

Roles & Responsibilities

All aspects of user and license management including new user setup/deactivation, roles,

profiles, permissions, public groups, OWD, sharing rules

Salesforce configuration changes, including (but not limited to): Flow, assignment rules,

approval processes, fields, page layouts, record types, dynamic layouts, apps, actions, custom

settings, custom metadata, mobile administration, dashboards, and reports

Expert level knowledge of data tools like data loader, workbench etc

Must have working knowledge of Salesforce Sales cloud and Experience cloud

Must have working knowledge of any one of the integrated applications including manage

packages like Financialforce, DocGen, Docusign and FSL

Data management to improve Salesforce data quality, implementing rules and automation as

needed

Sound Salesforce debugging capabilities including Flow, business process. Expert in finding

data discrepancies.

RCA documentation for the recurring issues. Active participation in technical documentation

Sandbox environment management

Identify unused or underutilized platform features including manage packages

Own the communication of any platform changes to end users and stakeholders

Proactive system maintenance including Security Reviews, Release Updates, Health Check,

and Optimizer

Monitor and improve user adoption

Active participation in training themselves on upcoming release features

DevOps/release management experience is optional

Qualifications & Experience

Bachelors degree in computer science, Information Technology, or a related field

What Were Looking For

Strong Salesforce product knowledge and at least 5+ years of Salesforce Administration

hands-on experience with Sales Cloud, Experience Cloud

Experience in technical support, with at least 1-2 years in a lead or supervisory role.

Salesforce Administrator certification is a plus

Proven experience troubleshooting complex technical issues.

Previous experience in a customer-facing IT support role.

Experience with ITIL processes and service management tools.

Working Conditions

Flexible (Mumbai/Bangalore) or Remote will work

Comfortable with working in US Business Hours (EST/CST Time zone)

May require occasional on-call support during evenings or weekends