Technical Delivery Lead

Role Overview

We are looking for a hands-on Technical Delivery Lead to own daily Salesforce support with the help of a Salesforce support admin to ensure consistent, high-quality delivery. Beyond support, this role serves as a key coordination point between our India and US based, remote Salesforce technical team and its various workstreams. 

While support is the primary focus, the role extends beyond ticket management. The Technical Delivery Lead will also scope and execute smaller technical initiatives (e.g., automation, tech debt, cross-functional fixes). They will act as the technical lead and delivery owner for the support workstream, balancing daily operational needs with forward-looking improvements across the Salesforce ecosystem.

The ideal candidate brings hands-on Salesforce expertise, strong technical leadership within globally distributed teams, and the ability to elicit and translate business needs into scalable solutions. This role requires clear communication across time zones and teams, and a strong sense of ownership over platform quality, delivery, and process improvement.

Key Responsibilities

Support Leadership & Delivery

• Lead the day-to-day technical operations of the salesforce support workstream, including request triage/routing, task delegation, and ensuring SLA adherence.
• Review incoming tickets for completeness and technical feasibility, ensure prioritization is aligned with business needs, and route or scope work accordingly.
• Serve as the technical escalation point for complex issues raised by team members.
• Monitor work queues, review ticket updates, and drive accountability for timely and high-quality delivery.
• Own and improve support processes to streamline operations, enhance response quality, and ensure consistent, timely delivery of Salesforce solutions.

Solution Design & Development

• Elicit and translate business and stakeholder requirements into Salesforce solutions using both declarative and programmatic approaches (Flows, Apex, LWC, etc.).
• Own and deliver technical solutions for non-sprint work such as automations, permission changes, data fixes, or small enhancements.
• Contribute to process improvements that reduce manual work, increase ticket throughput, and align with Salesforce best practices.

Special Projects & Tech Debt

• Independently drive small to medium-sized initiatives that fall outside core support or major projects (e.g. system clean-up, automation improvements, refactoring legacy workflows).
• Proactively identify technical debt or inefficiencies in the platform and propose remediation paths.

Team Coordination & Quality Assurance

• Guide and mentor team members on Salesforce development practices, business context, and delivery quality.
• Review and validate the support team's work for completeness, standards adherence, and platform fit.
• Coordinate release planning and deployment readiness for support-driven changes, ensuring documentation and testing are complete.

Cross-Team Collaboration

• Act as a liaison between support stream, enhancements team, and project teams working to improve coordination and collaboration across our broader team.
• Provide updates on support capacity, performance metrics, and risks or blockers.

Compliance & Audit Support

• Partner with the IT Compliance Manager to support SOX compliance efforts related to the Salesforce platform.
• Generate and validate user access and permissions reports as part of recurring audits and access reviews.
• Respond to audit requests and provide supporting evidence (e.g., change logs, deployment records, user access history) in a timely and accurate manner.

Required Skills & Experience

• 5+ years of experience in Salesforce development, platform administration, or technical delivery roles
• Strong hands-on experience with Salesforce configuration (Flows, validation rules, etc.), Apex, Lightning Web Components, and platform tools
• Prior experience coordinating or leading Salesforce teams, including triage, delegation, and delivery tracking
• Demonstrated ability to work across both support/ticket streams and project environments
• Experience managing SLA-bound work queues and balancing competing inbound requests
• Familiarity with integration concepts (AppExchange, REST APIs, middleware tools) and ability to troubleshoot data flows across systems
• Strong communication and documentation skills, especially when working across distributed teams
• Comfortable working in Agile or hybrid delivery models with business stakeholders and technical partners

Preferred Qualifications

• Salesforce certifications such as Administrator, Platform App Builder, Platform Developer I or II, Service Cloud Consultant, Sales Cloud Consultant, or similar
• Experience with Salesforce DevOps tools (e.g. Flosum, Copado, Gearset, AutoRABIT)
• Exposure to related systems such as Certinia (FinancialForce), marketing automation platforms (HubSpot, Marketo), or integration middleware (Boomi, etc)
• Experience working in a follow-the-sun support model 
• Strong understanding of Salesforce security, permission models, and best practices for enterprise platform governance