Principal System Administrator ( Salesforce Service Cloud)

We are seeking a Principal System Administrator to own and evolve the systems that power a complex, engineer-led support organization.  This role is the primary owner of Salesforce Service Cloud for Support, responsible for ensuring the system accurately reflects how complex technical issues are diagnosed and resolved—not forcing workflows that oversimplify the work.  Unlike traditional admin roles focused on ticketing efficiency, this role emphasizes designing systems that support nuanced, non-linear workflows, while maintaining clarity, usability, and data integrity.  This role will partner closely with Support Operations, IT (Salesforce Sales admins), Product, and Engineering, and will play a key role in implementing AI-enabled capabilities in a thoughtful, controlled way.  This role reports to the Customer Operations leader. 

Job Responsibilities: Salesforce Service Cloud Ownership  

Serve as the  primary administrator for the Support instance of Salesforce Service Cloud    

Own configuration including:   

Case lifecycle and status models   

Fields, layouts, and page design   

Routing and assignment logic   

Automation (Flows, validation rules, etc.)  

Product Additions (Organic or through M&A)   

Ensure the system reflects  real support workflows , not idealized or overly rigid processes   

System Design & Optimization  

Continuously refine system structure to improve:   

Usability for support engineers   

Data quality and reporting reliability   

Alignment to product architecture and issue types   

Balance simplicity and flexibility—avoiding unnecessary complexity while supporting nuanced workflows   

Integrations & Data Architecture  

Own integrations between Salesforce and:   

Microsoft Fabric (data pipelines)   

Gainsight (support signals into customer health)   

Other tools (e.g., Slack, Jira, AI platforms)   

Partner with IT and data teams to ensure  data integrity, reliability, and scalability    

AI & Automation Enablement  

Lead implementation and configuration of AI-enabled tools (e.g., Forethought, Agentforce), including:   

Case intake and triage   

Knowledge generation   

Workflow augmentation   

Ensure AI enhances—not degrades—the quality of complex support interactions   

Establish guardrails and monitoring for AI-driven workflows   

Collaboration & Governance  

Partner with:   

Support Ops Manager (workflow and process design)   

Support Ops Analysts (data structure and reporting needs)   

IT Salesforce team (alignment with broader SFDC governance)   

Establish best practices for change management, release cycles, and system governance

Job Qualification: 6–9 years of experience as a Salesforce Administrator, with deep focus on  Service Cloud    

Proven experience owning a  complex support or service environment , not just sales workflows   

Strong hands-on experience with:   

Flows, automation, and case management design   

Data modeling and system architecture   

Experience integrating Salesforce with external systems (data platforms, CS tools, etc.)   

Familiarity with the Microsoft Fabric ecosystem  and data pipelines preferred   

Experience with  Gainsight  integrations is a plus   

Exposure to AI-enabled support platforms (Forethought, Agentforce) strongly preferred   

Strong judgment in balancing flexibility vs structure in system design   

  What Success Looks Like  

A  Salesforce environment that accurately reflects real support workflows    

Ownership of the configuration, expansion, and ongoing optimization of AI-enabled support tools (e.g., Forethought, Agentforce), including adapting vendor-provided implementations to fit real-world support workflows.  

High system adoption and usability among support engineers   

Reliable, structured data that powers trusted reporting and insights   

Seamless integration of support data into Customer Success (Gainsight) and analytics platforms   

Thoughtful implementation of AI that improves efficiency without oversimplifying complex work   

A system that is  maintainable, scalable, and adaptable over time