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 role is ideal for a seasoned Salesforce professional who excels in production support, enjoys resolving complex incidents, and can lead with both technical expertise and operational discipline.

What you'll do:

• Lead Salesforce L2 production support and take ownership of end-to-end support delivery
• Handle P1/P2 incidents, lead problem investigation, manage escalations, and drive RCA activities
• Meet SLA, MTTR, backlog reduction, and ticket aging targets
• Review and approve production changes, data fixes, and support releases
• Coach and mentor support engineers through guided support, coaching, and peer reviews
• Collaborate with L3 teams, business stakeholders, and customer teams to ensure timely resolution
• Ensure process compliance, ticket hygiene, knowledge management, and continuous improvement
• Detect 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 managing L2/L3 support operations and critical production incidents
• Strong understanding 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
• Excellent communication and customer-facing skills

Preferred:

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

If you’re driven by leading Salesforce support excellence and creating meaningful business impact, we’d love to hear from you.

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