Salesforce Support Lead

Job Description:

Key Roles &Responsibilities:

Technical Leadership & Delivery

• Lead production support operations for Salesforce Commerce Cloud and Salesforce Core environments.
• Manage, mentor, and guide a team of 5+ developers and QA engineers across multiple support and enhancement projects.
• Ensure adherence to Salesforce development best practices, coding standards, and quality guidelines.
• Oversee incident management, triaging, root-cause analysis, and performance optimization.

Solution Design & Architecture

• Collaborate with Delivery Managers, Solution Architects, and business teams to design scalable and maintainable solutions.
• Lead discovery workshops, estimate efforts, and develop technical specifications and design documents.
• Good to have skills with UML diagrams, data models, and architecture documentation to support solution implementation.
• Define configuration-vs-customization strategy and guide the team in building stable, scalable components.

Production Support & Operations

• Ensure platform stability, SLA adherence, and timely resolution of production issues.
• Manage deployments, patch releases, environment strategy, and release readiness.
• Monitor integrations, APIs, data flows, and related Commerce Cloud processes.
• Drive validation through test planning, regression review, and quality control.

Innovation & Continuous Improvement

• Develop POCs and handle complex technical problem-solving scenarios.
• Identify gaps in current processes and recommend improvements in automation, monitoring, and system health.
• Contribute to internal knowledge sharing, best practices, frameworks, and reusable assets.

Technical Skills:

Salesforce Platform

• Salesforce Commerce Cloud (preferred): troubleshooting, pipelines, jobs, cartridges, storefront frameworks.
• Salesforce Core (SFDC): Apex (classes, triggers, batch, async), Visualforce, Aura Components, Lightning Web Components (LWC), Lightning Web Runtime (LWR)
• Flows, Process Builder, Workflows, Approval Processes, AppExchange, REST/SOAP APIs, Apex Web Services
• Deployment and release management (CI/CD)
• Strong debugging and log analysis skills across Salesforce and Commerce Cloud systems
• Experience with integration tools, middleware platforms, and API-based integrations
• Java, JavaScript, HTML, XML, JSON

Tools & Operations

• Git-based version control
• CI/CD tools (Copado, GitHub Actions, Bitbucket Pipelines, etc.)
• Monitoring/alerting tools and ITSM systems (e.g., ServiceNow, JIRA)

Stakeholder Management

• Act as the primary point of contact for production support escalations and critical incidents.
• Collaborate with business users, product owners, and technical teams to translate requirements into technical solutions.
• Manage communication around outages, RCA documentation, release notes, and system updates.
• Build strong partnerships with internal and client teams to ensure alignment and transparency.
• Active participation in the Governance cadence with ability to build and contribute in Status Report building.

Key Requirement:

• 7-8 years of experience in Salesforce projects with strong exposure to production support environments.
• 7-8 years of Salesforce Tech Lead with Commerce Cloud experience
• Proven experience leading client-facing initiatives and cross-functional delivery teams.
• Strong analytical and solution design expertise with experience in SOA, integrations, and cloud architecture.
• Salesforce CRM ended implementation experience.

Non-Technical Skills:

• Strong communication skills with the ability to simplify technical concepts for business stakeholders.
• Excellent leadership, mentoring, conflict resolution, and decision-making abilities.
• High ownership mindset, ability to work independently, and thrive under pressure.
• Quick learner who stays updated on new Salesforce and Commerce Cloud advancements.

Qualifications bachelors degree in engineering, Computer Science, or equivalent.