Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business.
Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow – all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.
Position Summary
We are seeking an experienced and highly motivated Support Technical Lead to lead the administration, production support, incident management, and continuous improvement of our Salesforce Sales Cloud platform. This role requires a strong blend of Salesforce administration expertise, technical troubleshooting, stakeholder management, and team leadership.
The ideal candidate will serve as the primary escalation point for complex Salesforce issues, lead support operations, coordinate with business and technical teams, drive service excellence, and ensure platform stability, performance, security, and business continuity. The individual will also mentor support analysts and administrators while contributing to strategic roadmap and platform enhancement initiatives.
Technical Leadership & Support Operations
- Lead Salesforce Sales Cloud & Service Cloud support operations.
- Serve as the escalation point for critical incidents and technical issues.
- Mentor and guide Salesforce support team members.
- Ensure SLA compliance and support best practices.
- Drive process improvements and automation initiatives.
- Support resource planning and workload prioritization.
Salesforce Administration & Platform Management
- Administer and support Salesforce Sales Cloud and Service Cloud.
- Manage users, roles, permissions, security, and configurations.
- Maintain platform security, compliance, and data integrity.
- Evaluate Salesforce releases and feature enhancements.
- Collaborate with architects and developers on scalable solutions.
- Support deployments, releases, and environment management.
Incident, Problem & Major Incident Management
- Lead resolution of complex production incidents.
- Manage incident triage, escalation, and communications.
- Coordinate cross-functional teams during major outages.
- Conduct root cause analysis and preventive actions.
- Drive resolution of recurring platform issues.
- Ensure accurate incident and problem documentation.
Monitoring, Reliability & Continuous Improvement
- Establish proactive monitoring and alerting practices.
- Monitor application performance, integrations, and system health.
- Analyze support metrics and operational trends.
- Implement automation and operational improvements.
- Drive platform stability and service reliability initiatives.
Integration & Technical Coordination
- Monitor and support Salesforce integrations.
- Coordinate with development, infrastructure, and vendor teams.
- Troubleshoot integration, API, and authentication issues.
- Maintain integration monitoring and recovery processes.
Change, Release & Business Continuity Management
- Lead support activities for releases and deployments.
- Ensure operational readiness for platform enhancements.
- Support disaster recovery and business continuity testing.
- Assess and mitigate risks related to system changes.
- Enforce change management standards and compliance.
Knowledge Management & Process Governance
- Maintain support documentation, runbooks, and knowledge articles.
- Promote knowledge sharing and support best practices.
- Establish standardized support processes and governance.
- Keep documentation aligned with platform changes.
Stakeholder & Team Management
- Act as the primary liaison between business and technical teams.
- Provide regular updates on incidents and service performance.
- Conduct operational reviews and governance meetings.
- Mentor and develop support team members.
- Foster a customer-focused support culture.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
- 6+ years of hands-on experience administering and supporting Salesforce Sales Cloud and Service Cloud environments.
- 2+ years of experience leading support teams, technical operations, or platform support functions.
- Strong expertise in Salesforce administration, security model, user management, sharing model, case management, reports, dashboards, workflows, flows, validation rules, and data management.
- Proven experience managing production support, incident management, major incidents, problem management, and root cause analysis.
- Experience supporting Salesforce integrations, APIs, middleware platforms, and enterprise application ecosystems.
- Strong understanding of Salesforce Lightning Experience and platform capabilities.
- Experience with IT Service Management (ITSM) and ticketing platforms such as ServiceNow.
- Excellent stakeholder management, leadership, communication, and presentation skills.
- Strong analytical and problem-solving capabilities with a proactive support mindset.
Preferred Qualifications
- Salesforce Certified Administrator.
- Salesforce Advanced Administrator Certification.
- Salesforce Service Cloud Consultant Certification.
- Experience supporting global enterprise Salesforce environments.
- Exposure to Salesforce platform development concepts including Apex, Flows, APIs, and Lightning Components.
Key Competencies
- Production Support Management
- Major Incident Management
- Salesforce Administration
- Service Delivery Excellence
- Team Mentoring & Coaching
- ITIL & Service Management
- Strategic Problem Solving
Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you.
If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?
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