WE ARE HIRING: Technical Support Lead – Salesforce

Location: Colombo 15, Sri Lanka
Employment Type: Full time
Work Mode: Hybrid
Company Industry: Technology / Logistics / Digital Transformation

Role Overview

We are seeking a technically strong and solution-oriented Technical Support Lead – Salesforce to provide L1 and L2 support for Salesforce applications, troubleshoot platform-related issues, coordinate with regional and internal teams, and support continuous improvements across Salesforce modules.

The selected candidate will be responsible for handling Salesforce support requests, resolving configuration and workflow issues, managing support ticket workflows, assisting users, maintaining documentation, and ensuring smooth operation of Salesforce applications across CRM, Marketing, and Revenue Cloud environments.

Key Responsibilities

• Lead L1 and L2 technical support for Salesforce applications.
• Support Salesforce modules including CRM, Marketing Cloud, and Revenue Cloud.
• Troubleshoot Salesforce configuration issues, workflow errors, automation-rule issues, user-access concerns, and data inconsistencies.
• Investigate and resolve API, integration, and data-flow related issues across connected systems.
• Manage Salesforce support tickets and ensure timely resolution within agreed service levels.
• Optimize Salesforce support ticketing workflows to improve internal support efficiency.
• Work closely with internal teams in Sri Lanka, India, and the Middle East to resolve user-reported issues.
• Coordinate with distributed teams, business users, project managers, and business analysts.
• Support onboarding, user training, and guidance for Salesforce users.
• Prepare and maintain user documentation, knowledge-base articles, process guides, and support records.
• Analyze recurring system issues and recommend long-term fixes or process improvements.
• Escalate complex technical issues to relevant technical teams or vendors when required.
• Support Salesforce platform enhancements, configuration updates, and ongoing improvement initiatives.
• Validate issue resolutions and ensure users receive clear updates and closure confirmations.
• Maintain accurate records of support tickets, issue categories, actions taken, and resolution timelines.
• Monitor system usage, user concerns, and support trends to identify improvement opportunities.
• Ensure support activities are aligned with internal processes, data-security expectations, and platform best practices.
• Communicate technical issues clearly to both technical and non-technical stakeholders.
• Work independently while maintaining strong coordination with cross-functional teams.

Candidate Profile

• Bachelor's degree in Information Technology, Computer Science, Software Engineering, or a related field.
• Minimum 2 to 4 years of experience providing technical support for Salesforce products.
• Experience supporting Salesforce applications in CRM, Marketing, Revenue Cloud, or related modules.
• Ability to troubleshoot workflows, automation rules, APIs, user access issues, and data inconsistencies.
• Working knowledge of Salesforce platform features, configurations, and support processes.
• Understanding of system integrations, APIs, and data flows across platforms.
• Salesforce certifications will be an advantage.
• Strong problem-solving and analytical skills.
• Effective written and verbal communication skills.
• Ability to explain technical issues clearly to business users and internal stakeholders.
• Ability to work independently with minimum supervision.
• Strong coordination skills with the ability to work across distributed teams.
• Good documentation and reporting skills.
• Strong attention to detail and commitment to timely issue resolution.
• Ability to manage multiple support tickets, priorities, and deadlines.
• Customer-focused, proactive, organized, and accountable.
• Comfortable working in a hybrid work environment.
• Willingness to support users across different teams and regions when required.

Ready to take your career to new heights?

We're InTalent Asia, your recruitment partner in Sri Lanka, and we've got an exciting opportunity for you! Our client is looking for a talented individual to fill the role of Technical Support Lead – Salesforce.

Apply now and see how you can be the perfect fit for this exciting technology opportunity!

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