Technical Lead - Salesforce (7-10 yrs)

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 end-users.

Collaboration: 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 administration.

Technical 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 Wizard).

Certifications : 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.