Salesforce Incident Manager

Role Summary:

Responsible for managing the intake, triage, and routing of Salesforce-related incidents during Hypercare and ongoing support phases. This role ensures timely resolution or escalation of service cases and supports the transition to a scalable Level 2 support model.

Key Responsibilities:

• Monitor and manage incoming Salesforce incident tickets
• Triage issues and route to appropriate project team members (Admin, Dev, Project Manager or backlog submission)
• Communicate with internal users to resolve or escalate cases
• Ensure SLA adherence and proper documentation of case resolutions
• Identify repeat issues and contribute to FAQ and known issue documentation

Required Skills & Experience:

• Strong familiarity with Salesforce Service Cloud (navigation, case management)
• Experience in incident handling, triage, and escalation workflows
• Clear and professional communication skills; comfortable with user engagement
• Detail-oriented and able to work under pressure across shifts
• Technical aptitude with patience for user learning curves
• Familiarity with internal tooling (e.g., Kayako, backlog forms)

Work Model:

• Follow-the-Sun coverage: 6AM – 2AM ET, with light weekend support.
• Experience in Salesforce Service Cloud and case management
• Strong communication and triage skills
• Availability for coverage across a Follow-the-Sun model (6AM–2AM ET)
• Familiarity with incident handling, backlog submission, and escalation paths
• We will plan to uptrain on Salesforce, allow some shadow time with the project team and current pilot customer case issue management as outlined.