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Salesforce Service Cloud AMS Tech Lead

The Brixton Group, Inc.

Benton Harbor, MI(remote)

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JOB DETAILS
SKILLS
Business Services, Case Management, Cloud Computing, Continuous Improvement, Continuous Integration, Cross-Functional, Customer Experience, Customer Service Operations, Customer Support/Service, Data Quality, Documentation, Ecosystems, Identify Issues, Knowledge Management, Maintain Compliance, Operational Support, Performance Metrics, Problem Solving Skills, Production Support, Release Management/Engineering, Root Cause Analysis, Salesforce.com, Service Level Agreement (SLA), System Integration (SI), Technical Leadership, Technical Support, Time Management
LOCATION
Benton Harbor, MI(remote)
POSTED
8 days ago
Duration: 6+ months
Location: 100% REMOTE
 
The Salesforce Service Cloud AMS Tech Lead serves as the technical owner for production support, platform stability, and continuous improvement of the Salesforce Service Cloud environment. This role ensures seamless customer service operations while safeguarding data continuity and integration reliability across the broader Customer 360 (C360) ecosystem. The position combines advanced technical troubleshooting, release management, and stakeholder communication to maintain business-critical service levels and customer experiences.

Requirements:
  • 7+ years of Salesforce ecosystem experience
  • 3+ years leading Salesforce Application Management Services (AMS) or Production Support operations
  • Salesforce Service Cloud expertise
Responsibilities:
  • Lead triage, root-cause analysis, and resolution of complex Tier 2 and Tier 3 Service Cloud incidents across case management, Omni-Channel, routing, knowledge management, and integrations.
  • Monitor platform health, Apex governor limits, system logs, integrations, and data quality to proactively prevent service disruptions.
  • Design, implement, and deploy minor enhancements, bug fixes, and configuration updates through established change and release processes.
  • Assess Salesforce seasonal releases and validate platform customizations to ensure business continuity and minimal operational impact.
  • Maintain Service Cloud integrations supporting Customer 360 initiatives and resolve data synchronization issues with cross-functional engineering teams.
  • Own incident communications during Priority 1 and Priority 2 events, providing timely updates, recovery plans, and post-incident reporting.
  • Drive adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for support operations and platform availability.
  • Develop and maintain technical runbooks, support procedures, knowledge articles, and root-cause analysis documentation.
 
26-00648
 

About the Company

T

The Brixton Group, Inc.