SAP Fioneer FPSL Functional Consultant

Support Delivery Lead – Technical Lead

Are you a seasoned support professional with a passion for Salesforce platform excellence? Join us as a Support Delivery Lead – Technical Lead and play a pivotal role in ensuring seamless, high-performing support operations for a leading organization. This dynamic position offers the opportunity to lead critical support activities, drive process improvements, and collaborate with cross-functional teams to maintain top-tier platform stability and performance.

What You'll Do:

• Oversee L2/L3 production support for Salesforce—including Sales Cloud, Service Cloud, and Experience Cloud—serving as the primary escalation point for critical incidents
• Lead incident triage, resolution, and communication during major outages (P1/P2), ensuring minimal downtime and swift issue resolution
• Perform root cause analysis (RCA) for recurring or significant incidents and drive permanent corrective actions
• Support and coordinate Salesforce platform health monitoring, troubleshooting issues related to Apex, Flows, Validation Rules, and integrations (REST/SOAP APIs, middleware)
• Manage release change processes, including planning, review, coordination with development, QA, and DevOps teams, and post-deployment validation
• Ensure adherence to Salesforce best practices for platform security, data integrity, and compliance
• Mentor and guide support analysts and junior admins to foster continuous improvement and knowledge sharing
• Create, maintain, and improve runbooks, SOPs, and knowledge articles to support operational excellence
• Manage stakeholder communication, providing clear status updates during incidents and outages
• Support audits, compliance, and governance standards to ensure platform integrity and regulatory adherence

Required Skills:

• Extensive experience in production support incident management for Salesforce platforms
• Proven ability to lead incident triage, resolution, and communication during critical outages (P1/P2)
• Deep knowledge of Salesforce configuration, Apex, Flows, Validation Rules, and integrations (REST/SOAP APIs, middleware)
• Strong understanding of security, profiles, permission sets, and compliance standards
• Experience with root cause analysis, problem management, and creating permanent solutions
• Skilled in release change management, including coordinating deployments with development, QA, and DevOps teams
• Hands-on experience with support tools such as Copado

Nice to Have Skills:

• Experience with automation, monitoring, and alerting solutions
• Knowledge of Salesforce platform governance and audit compliance processes
• Familiarity with broader enterprise integration strategies

Preferred Education and Experience:

• Bachelor’s degree in Computer Science, Information Technology, or related field
• 8-10 years of relevant experience in Salesforce support and platform management

Other Requirements:

• Prior experience with Copado is mandatory
• Ability to support on-call rotations and participate in support escalations
• Excellent stakeholder communication and team leadership skills

If you are ready to make a significant impact in support delivery and thrive in a fast-paced environment, we encourage you to apply now and take the next step in your career!