Position Overview: 

We are seeking a highly skilled and proactive Salesforce Support Lead to join our team. This role will play a critical part in managing and resolving production support tickets across multiple Salesforce instances, identifying recurring issues, and driving scalable solutions. The ideal candidate will be well-versed in Salesforce administration and possess the ability to perform minor coding tasks. This role involves managing support tickets, triaging issues efficiently, and applying critical thinking to resolve problems.  

Additionally, the Salesforce Support Lead will be responsible for identifying and suggesting improvements to our Salesforce processes to reduce the volume of support tickets and enhance overall efficiency. Some off-hours work may be required. 

Essential Duties and Responsibilities:

• Act as the primary point of contact for Salesforce production support, managing and resolving tickets across various business units. 
• Triage and prioritize support tickets based on urgency and impact. 
• Conduct root cause analysis and apply critical thinking to solve complex problems. 
• Analyze trends in support tickets to proactively identify recurring issues and implement long-term solutions. 
• Collaborate closely with business users, analysts, and developers to understand issues and enhancements. 
• Ensure timely and effective resolution of issues while maintaining a high level of customer satisfaction. 
• Follow Salesforce best practices for security, scalability, and performance. 
• Document processes, resolutions, and recurring issues for knowledge management and training purposes. 
• Suggest and implement improvements to Salesforce processes to reduce ticket volume and enhance efficiency. 
• Monitor Salesforce system performance and proactively address potential issues. 
• Participate in off-hours support as needed.

Qualifications: 

• 5+ years of hands-on Salesforce development and production support experience. 
• Experience working with Service Cloud, Sales Cloud, and other Salesforce instances in an enterprise environment. 
• Proven ability to triage, resolve, and document technical issues. 
• Excellent analytical skills — ability to identify trends and propose preventative measures. 
• Ability to design and implement processes for intake and management of enhancement/configuration requests. 
• Strong communication and collaboration skills across technical and non-technical teams. 
• Salesforce certifications are a plus (e.g., Platform Developer I/II, Administrator). 
• Strong problem-solving skills and the ability to think critically. 
• Ability to work independently and as part of a team. 

• Experience with Salesforce Lightning, Apex, and Visualforce is preferred. 
• Familiarity with Salesforce best practices and data management.