Principal Swarm Lead

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

The Global Support work environment is highly client-focused and fast paced, operating globally to provide 24/7/365 technical support. We are looking for an ambitious individual to join our Salesforce Support team who is highly collaborative and ready to take on a swarm lead position with existing technical support experience and understanding of critical issue management in an enterprise cloud-based platform.

Your Impact - In your role as a Swarm Lead with Support Engineers, you are the first point of contact for customers experiencing technical challenges after hours. You own the complete end-to-end customer experience for the APAC shift.

Service Delivery

• Monitors incoming cases or swarms to ensure swarm requests are answered in a timely manner. Taps people within the swarm to assist, assists or networks to help find resources to assist as needed.
• Drives collaboration with engineers, Nightforce teammates or other tech leads to drive standard methodologies and provide urgent support
• Conducts mentoring sessions with team members.
• Finds opportunities for upskilling and enablement within the team.
• Crafts knowledge content and fosters knowledge exchange practices on the team
• Engages the right resources and works with duty managers to ensure the accurate information is shared with the right members during critical events
• Proactively initiates swarming activities on cases as needed if a case appears to be stuck and in need of movement
• Motivates team and drives efficient resource usage during incidents or urgent case handling
• Owns Cases to maintain technical skills or grow skills into new areas
• Raises Top Case Drivers (TCD) and Enablement gaps to support leadership and Cloud Lead for action
• Collaborates with Frontline Managers to provide feedback on swarm members that may be helpful in manager coaching conversations.
• (Geo specific) Flexible to work in shifts as per the business requirements
• Collaborating with all Salesforce teams efforts and ensuring we are a single point of contact for all post-sales support activities.

Minimum Qualifications

• Bachelor's degree in Computer Science or a related field, or equivalent experience in a Systems Administrator role.
• Support Engineers (Senior+) are encouraged to apply
• Relevant cloud certifications in Sales, Service, Platform and Marketing Cloud
• High collaboration, influential, mentoring and customer-centric competencies
• Demonstrated skill in Customer Support or Customer Service in a customer-facing role

Preferred Qualifications & Experience

• Technical support exposure in a critical environment or Backup Swarm Lead experience
• Additional cloud certifications beyond minimum required
• Trailhead Ranger
• Understanding of standard web technologies. E.g. Managing Domain Name System (DNS) and Dynamic Host Configuration Protocol (DHCP) services.
• Experience with reading/writing HTML and CSS
• Understanding of Internet technologies: firewalls, web servers, proxy servers, SSL, TSL, HTTPS, CDN etc…