Salesforce Support Lead

Key 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
bachelor’s degree in engineering, Computer Science, or equivalent.