Lead Support Engineer - Salesforce
We are seeking an experienced Lead Support Engineer - Salesforce to spearhead the technical support and maintenance of our Salesforce platform. In this role, you will lead a team of developers, resolve complex production issues, and drive best practices for debugging, hotfixes, and platform stability while mentoring junior team members and collaborating with cross-functional stakeholders.
Responsibilities
- Lead hands-on technical support and maintenance for a team of Salesforce developers, ensuring high platform availability, performance, and stability
- Establish, drive, and enforce production bug-fixing standards, hotfix release procedures, and best practices for debugging APEX, LWC, and integration points
- Mentor and guide junior support developers, fostering technical growth, systematic troubleshooting skills, and proactive monitoring habits in addition to daily tasks
- Take ownership of identifying, troubleshooting, and resolving the most complex, high-priority production issues
- Collaborate with Architects and the Enhancement Tech Lead on root-cause analysis (RCA), contributing to long-term architectural improvements and preventative technical documentation
- Analyze incoming incident trends, manage technical debt, and provide accurate effort estimates for bug fixes, performance tuning, and minor support enhancements
- Partner with the Service Delivery Manager to ensure team adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
Requirements
- 8-11 years of general IT experience
- Strong software engineering fundamentals with several years of hands-on Salesforce development experience focused on platform maintenance, troubleshooting, and debugging
- At least 1 year of relevant leadership experience
- Expertise in APEX, Lightning Web Components (LWC), and Aura, with a proven track record of resolving critical runtime errors in both Lightning and Classic contexts
- Exceptional debugging skills using Developer Console, Debug Logs, and Event Monitoring
- Deep understanding of Salesforce Governor Limits, Data Modeling, and API error handling (REST/SOAP)
- Background in performing Root Cause Analysis (RCA) and translating support findings into technical recommendations to prevent recurrence
- English level: B2 or higher
Nice to have
- Familiarity with FieldFX or other field service managed packages
- Salesforce Platform Developer I & II certifications
- Experience with Salesforce DX, automated testing frameworks, and sandbox management, along with CI/CD/rollback processes for hotfixes
- Background in ITIL-aligned environments, using ticketing systems (e.g., Jira, ServiceNow), or leading application support teams
