Description

We are seeking a dedicated and resilient Lead Systems Specialist (L8) to join our Data Platform Services organization. This is a production support-focused role where you will be the go-to expert for ensuring the stability, integrity, and performance of our mission-critical business platforms. This L8 role requires Expert platform-specific development, implementation, or support experience in an enterprise IT environment.

You will be responsible for the day-to-day operational health of multiple Data Cloud tenants, and the Salesforce orgs / platforms that host them, our integration layers, and dependent features & applications, such as our Tableau Next implementations. The ideal candidate thrives in a fast-paced support environment, is passionate about resolving complex technical issues, and acts as the technical and process expert for their business partner group, driving positive business outcomes. This role involves independently performing expert-level functions, including platform roadmap ownership and disaster recovery planning.

Responsibilities

Platform Ownership & Technical Leadership:

• Act as the primary per for major incidents and production events, owning the incident response process from initial triage to resolution and stakeholder communication and platform escalations, acting as the primary escalation point for complex technical issues from Tier 1/2 support, end-users, and business stakeholders.

• Own Platform roadmap ownership for the operational health, reliability, and supportability of the Enterprise Data Cloud environments.

• Lead Disaster recovery planning and leadership for supported platforms, participating in developing and executing disaster recovery plans with continuous monitoring and alerting.

• Act as the Vendor and Infrastructure relationship owner, collaborating with interconnected BT groups (including the Engineering team) to optimize end-to-end processes.

• Drive New technology innovation for proactive operational management capabilities and identify opportunities & remediate the technical debt to increase the stability and performance of the platform.

• Handle numerous projects/priorities using proven support playbook methodologies and sound support practices to ensure the quality delivery of enterprise solutions.

• Actively transfer knowledge throughout the organization, leading and participating in knowledge-sharing projects to develop best practices, and mentor junior staff and new hires.

Production Support & Administration:

• Provide expert-level production support and administration for the Salesforce Data Cloud environment, including user management, data imports, and complex bug resolution.

• Manage and prioritize a queue of support tickets, ensuring timely resolution in accordance with Service Level Agreements (SLAs).

• Troubleshoot and resolve complex platform issues related to declarative configurations (Flow), security models, and data integrity.

• Own the Root Cause Analysis (RCA) resolution/closure for major incidents to prevent recurrence.

• Implement and maintain monitoring solutions for early detection of issues, application health, and the platform health.

• Monitor, troubleshoot, and ensure the reliable flow of data between Salesforce Data Cloud and other key enterprise systems.

• Serve as the subject matter expert on the operational health of the Data Cloud/CRM stack.

• Develop and maintain runbooks, knowledge base articles, and technical support documentation.

• Own the delivery of the SLA requirement, maintaining system availability as per standards.

• Ensure all support activities and system configurations adhere to Security and SOX Policy Compliance.

• Contribute to the analysis, design, development, and maintenance of application enhancements and/or upgrades, including managing complex enhancement projects from inception through delivery and transition to support.

Required Qualifications

• 8+ years of experience in a systems administration or technical support leadership role, with a strong focus on production support.

• Expert platform-specific development, implementation, or support experience in an enterprise IT environment.

• Expert knowledge of platform native functionality and platform best practices, especially within the Salesforce ecosystem.

• Advanced knowledge of coding languages, including proficiency with APIs, SOQL, SOSL, and Salesforce's Web Services.

• Proven expertise in administering and troubleshooting Salesforce Sales Cloud, Service Cloud, and Data Cloud environments.

• Experience with Salesforce developer toolkit including Force.com IDE, Migration Tool and data migration tools like data loader, workbench, etc..

• Hands-on experience supporting and monitoring integrations.

• High proficiency in supporting and troubleshooting analytics environments (e.g., Tableau).

• Strong problem-solving mindset with an ability to perform under pressure.

• Good project management skills with ability to juggle multiple projects/tasks across various user groups.

• Required Certifications:

  • Salesforce Advanced Administrator Certification

  • Salesforce Platform App Builder

• Required to have or achieve within the first 90 days of employment:

  • Sales Cloud Consultant Certification

  • Service Cloud Consultant Certification

  • Salesforce Platform Developer Certification

  • Salesforce Data Cloud Consultant

• A related technical degree is required.

Preferred Qualifications

• Demonstrated experience implementing ESB/Integration architecture, rules, caching, etc. (Relevant to integration patterns Data Cloud utilizes).

• Experience with Continuous Delivery platforms and adopting Infrastructure as Code (IaC) principles, utilizing tools such as Kubernetes, Docker, or Terraform.

• Understanding of data governance practices such as metadata management, data lineage, and data glossaries.

• Familiarity with Salesforce development technology stack like Flows and Apex.

• Knowledge of Tableau Cloud / Tableau Server administration (user provisioning, permissions, site management, governance) and Tableau Next features (Analytics Agent, Personal Org, Observability, Adoption dashboards, CI/CD for content promotion).

• Relevant industry certifications beyond the minimum requirement, such as Salesforce Certified JavaScript Developer I or additional Cloud Consultant certifications.

• Demonstrable understanding of data governance, security, and compliance (PII, GDPR, SOX).

• Proven ability to design, configure, and support scalable CDP / Data Cloud platforms.

For roles in San Francisco and Los Angeles: Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.