Lead I - SFDC Admin /Support

5 - 7 Years
1 Opening
Bangalore

Salesforce.com Production Support Agent

Department: IT Business Systems / CRM Operations

Location: Bangalore/Chennai/Trivandrum/Pune/Noida/Gurgaon/Hyd

Experiance: 5 to 7yrs

About the Role

As a Salesforce.com Production Support Agent. You’ll be a key contributor to our Salesforce support team, providing Tier 1 support for over 3,000 users across Sales, Service, Marketing, and internal teams. This role is designed for someone who thrives in a collaborative, agile environment, values continuous improvement, and is passionate about empowering learners worldwide.

Key Responsibilities

• Respond promptly to cases via ServiceNow and requests in Slack, resolving or escalating within SLA guidelines. Communicate clearly and thoroughly, ensuring all stakeholders are set up for success.

• Perform root cause analysis for recurring issues, proactively identifying opportunities for system and process improvement.

• Diagnose and resolve configuration issues (validation rules, workflows, flows, page layouts, reports/dashboards). Collaborate with Admins, Developers, and BAs to escalate bugs or complex requests.

• Update and maintain documentation, contribute to FAQs and runbooks, and ensure knowledge is shared across the team for continuous learning and improvement.

• Exhibit strong technical and non-technical communication skills. Ensure ticket updates are clear, set triage teams up for success, and provide actionable information for further development or escalation.

• Partner with Salesforce Admins, Developers, and Business Analysts to deliver high-quality support. Actively participate in Agile ceremonies and contribute to team retrospectives and planning.

• Monitor system performance and data integrity, proactively reporting anomalies and contributing to a culture of ownership and accountability.

• Participate in UAT and release validation cycles for new features or enhancements, ensuring high standards for flows and configurations.

• Be available 9a-2p EST to support business operations

Required Qualifications

• 5+ years in Salesforce support or administration (Sales Cloud, Service Cloud), with a track record of impact, integrity, and continuous learning.

• Strong understanding of Salesforce fundamentals—objects, fields, page layouts, profiles, permission sets, reports, dashboards.

• Experience with case/ticket management systems (e.g., Jira, ServiceNow, Slack).

• Excellent troubleshooting skills, able to work independently on medium complexity tasks and escalate when needed.

• Strong verbal and written communication skills in English, with the ability to mentor and influence teammates and stakeholders globally.

• Comfortable working in a remote, agile environment with shifting priorities.

Preferred Qualifications

• Salesforce Administrator Certification (ADM-201) or progress toward certification.

• Experience supporting large Salesforce orgs (1,000+ users).

• Experience working in a scrum team, understanding agile values and delivery principles.

Career Ladder Alignment & Growth Mindset

• Mentor and Multiply: Actively mentor teammates, contribute to onboarding, and foster a culture of continuous learning and improvement.

• Drive Quality: Take ownership of technical outcomes, drive improvements in flows and documentation, and ensure high standards in production support.

• Build Trust: Develop strong relationships with business stakeholders and IT, contributing to effective technical documentation and production support runbooks.

• Deliver Impact: Focus on on-time delivery, minimizing defects, and driving customer satisfaction through effective management of the support queue.

Salesforce support,service cloud,salesforce administration