Salesforce Application Support - Lead
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Job Description
Responsibilities The Salesforce Application Support Lead will be responsible for managing Level 2 support operations for enterprise applications, ensuring high availability, stability, and efficient incident resolution across critical systems. This role will take ownership of support activities for Salesforce Financial Services Cloud and integrated platforms such as Genesys while collaborating closely with development teams to stay aligned with ongoing development initiatives, upcoming releases, and production support requirements. The lead will play a key role in identifying technical debt across supported applications and communicating improvement opportunities to application teams to strengthen long term system reliability. The position will also work closely with resiliency and observability platform teams to identify monitoring gaps, enhance system visibility, and support automation initiatives that improve operational efficiency. The role requires strong coordination with other service delivery leads to accelerate issue resolution and maintain seamless service continuity. The Salesforce Application Support Lead will actively contribute to incident management by addressing high priority incidents, participating in root cause investigations, and working with Level 3 engineering teams to resolve complex technical issues. The role will strengthen observability practices by defining monitoring dashboards, configuring alerts, and improving overall service health visibility. In addition, the lead will support problem management by identifying recurring issues, conducting root cause analysis, and coordinating with application teams to resolve problems based on priority and severity. The position will also track key operational metrics such as mean time to resolution, incident trends, and system availability while ensuring production readiness for releases and actively monitoring deployments.
Required Skill
- Strong experience in Level 2 application support for enterprise applications
- Hands on experience supporting Salesforce platforms, particularly Salesforce Financial Services Cloud
- Experience troubleshooting Salesforce configurations, integrations, and application workflows
- Exposure to integrated customer engagement platforms such as Genesys
- Experience supporting API and integration platforms such as MuleSoft
- Hands on experience with observability and monitoring tools including Datadog, APM tracing, log analytics, and infrastructure monitoring
- Proven experience managing major incidents including P1 and P2 incidents and coordinating with engineering teams for resolution
- Experience performing root cause analysis and supporting structured problem management processes
- Understanding of cloud and container based infrastructure including Kubernetes, Google Kubernetes Engine, and Docker
- Ability to collaborate with development teams, resiliency teams, and platform teams to strengthen monitoring, automation, and application reliability
Desired Skill
- Salesforce related certifications such as Salesforce Administrator or Salesforce Platform App Builder
- Experience supporting enterprise CRM platforms within large scale business environments
- Exposure to improving observability frameworks, monitoring dashboards, and proactive alerting strategies
- Experience validating production readiness and supporting release and deployment monitoring
- Familiarity with cloud native environments and distributed application architectures
Interested candidates are encouraged to apply for this opportunity.
What Makes HTC A Great Place To Build Your Future
HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.
At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.
Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.
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Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.
