Support Team Lead – Salesforce
We are looking for an experienced Support Team Lead with strong Salesforce expertise to join our support team for a long-term engagement.
Position Details
- Role: Support Team Lead
- Location: Philippines
- Work Setup: Remote
- Coverage: Fixed
- Shift: 7:30 PM – 4:00 AM PHT
- Working Days: Monday to Friday
- Duration: 3 years
Key Responsibilities
- Lead and manage the day-to-day activities of the Salesforce support team.
- Provide technical guidance and support for complex Salesforce issues.
- Troubleshoot production issues by identifying root causes and coordinating appropriate resolutions.
- Monitor support tickets, prioritize incidents, and ensure timely resolution in line with SLAs.
- Collaborate with development, business, and other technical teams to resolve complex issues.
- Review and analyze Salesforce data using tools such as Salesforce Inspector.
- Use SQL to investigate records and support troubleshooting activities.
- Analyze JSON requests and responses and use relevant IDs to investigate issues across connected systems.
- Determine whether issues are code-related, configuration-related, or require a data fix.
- Mentor team members, review their work, and help improve troubleshooting and support processes.
- Ensure effective communication with stakeholders and provide regular updates on critical issues.
- Identify recurring issues and drive continuous improvement to reduce incident volume.
Required Skills & Experience
- Strong hands-on experience with Salesforce/SFDC.
- Previous experience in a Support Team Lead, Technical Lead, or Senior Salesforce Support role.
- Strong troubleshooting and analytical skills.
- Experience with Salesforce Inspector or similar Salesforce tools.
- Good knowledge of SQL for data investigation and troubleshooting.
- Ability to understand and troubleshoot JSON messages/API requests and responses.
- Ability to distinguish between application/code issues, configuration issues, and data-related issues.
- Experience working in a production support environment.
- Strong communication, leadership, and stakeholder-management skills.
- Ability to work effectively in a remote and global team environment.
Ideal Candidate
The ideal candidate is a hands-on Salesforce support professional who can lead a support team while also diving into complex technical issues. Strong problem-solving skills, ownership, communication, and the ability to drive issues through to resolution are essential.
