Technical Lead - Salesforce Sales Cloud & Service Cloud

Overview

Lead the administration, production support, incident management, and continuous improvement of PTC's Salesforce Sales Cloud platform, acting as the primary escalation point and mentoring support analysts and administrators.

What you'll do

• Lead Salesforce Sales Cloud and Service Cloud support operations.
• Serve as the escalation point for critical incidents and technical issues.
• Mentor and guide Salesforce support team members.
• Ensure SLA compliance and support best practices.
• Drive process improvements and automation initiatives.
• Support resource planning and workload prioritization.
• Administer and support Salesforce Sales Cloud and Service Cloud.
• Manage users, roles, permissions, security, and configurations.
• Maintain platform security, compliance, and data integrity.
• Evaluate Salesforce releases and feature enhancements.
• Collaborate with architects and developers on scalable solutions.
• Support deployments, releases, and environment management.
• Lead resolution of complex production incidents.
• Manage incident triage, escalation, and communications.
• Coordinate cross-functional teams during major outages.
• Conduct root cause analysis and preventive actions.
• Drive resolution of recurring platform issues.
• Ensure accurate incident and problem documentation.
• Establish proactive monitoring and alerting practices.
• Monitor application performance, integrations, and system health.
• Analyze support metrics and operational trends.
• Implement automation and operational improvements.
• Drive platform stability and service reliability initiatives.
• Monitor and support Salesforce integrations.
• Coordinate with development, infrastructure, and vendor teams.
• Troubleshoot integration, API, and authentication issues.
• Maintain integration monitoring and recovery processes.
• Lead support activities for releases and deployments.
• Ensure operational readiness for platform enhancements.
• Support disaster recovery and business continuity testing.
• Assess and mitigate risks related to system changes.
• Enforce change management standards and compliance.
• Maintain support documentation, runbooks, and knowledge articles.
• Promote knowledge sharing and support best practices.
• Establish standardized support processes and governance.
• Keep documentation aligned with platform changes.
• Act as the primary liaison between business and technical teams.
• Provide regular updates on incidents and service performance.
• Conduct operational reviews and governance meetings.
• Mentor and develop support team members.
• Foster a customer-focused support culture.

What you'll need

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
• 6+ years of hands-on experience administering and supporting Salesforce Sales Cloud and Service Cloud environments.
• 2+ years of experience leading support teams, technical operations, or platform support functions.
• Strong expertise in Salesforce administration, security model, user management, sharing model, case management, reports, dashboards, workflows, flows, validation rules, and data management.
• Proven experience managing production support, incident management, major incidents, problem management, and root cause analysis.
• Experience supporting Salesforce integrations, APIs, middleware platforms, and enterprise application ecosystems.
• Strong understanding of Salesforce Lightning Experience and platform capabilities.
• Experience with IT Service Management (ITSM) and ticketing platforms such as ServiceNow.
• Excellent stakeholder management, leadership, communication, and presentation skills.
• Strong analytical and problem-solving capabilities with a proactive support mindset.

Nice to have

• Salesforce Certified Administrator.
• Salesforce Advanced Administrator Certification.
• Salesforce Service Cloud Consultant Certification.
• Experience supporting global enterprise Salesforce environments.
• Exposure to Salesforce platform development concepts including Apex, Flows, APIs, and Lightning Components.

Details

• Location: Pune, India.