Salesforce L2 Support Lead

We're hiring an experienced Salesforce L2 Support Lead for a hybrid role in Gurugram (3 days WFO | 2 days WFH | Sector 30).

This is a great opportunity for a seasoned Salesforce professional who thrives in production support, enjoys solving complex incidents, and can lead with both technical depth and operational excellence.

What you'll do:

• Lead Salesforce L2 production support and own end-to-end support delivery
• Manage P1/P2 incidents, problem investigations, escalations, and RCA activities
• Ensure SLA, MTTR, backlog reduction, and ticket aging targets are met
• Review and approve production changes, data fixes, and support releases
• Guide and mentor support engineers through coaching and peer reviews
• Partner with L3 teams, business stakeholders, and customer teams for timely resolution
• Drive process adherence, ticket hygiene, knowledge management, and continuous improvement
• Identify recurring issues and support automation and preventive actions
• Support KT, transition, and cross-skilling initiatives

What we're looking for:

• 10+ years of Salesforce experience with at least 3+ years in Support Lead / AMS Lead roles
• Strong hands-on expertise in Salesforce Sales Cloud, Service Cloud, and Lightning Platform
• Experience handling L2/L3 support operations and critical production incidents
• Strong knowledge of Salesforce configuration, integrations, security, data management, and release management
• Hands-on Salesforce development experience with Apex, LWC, Aura, Triggers, Flows, Visualforce, SOQL/SOSL, and APIs
• Experience with Jira, ServiceNow, Agile support processes, and ITIL practices
• Strong communication and customer-facing skills

Preferred:

• Insurance domain experience, especially in Policy, Renewal, and Underwriting processes
• Salesforce Administrator certification and one or more Salesforce Consultant certifications

If you're passionate about leading Salesforce support excellence and driving meaningful impact, this could be the right next move.

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