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:

• Bachelor’s degree in computer science, Information Technology, or a related field

What We’re 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