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Description
Job Title: Senior Principal Swarm Lead
Location: India (Bangalore / Hyderabad - Remote)
About The Role
The Senior Principal Swarm Lead is a senior individual contributor role within the Technical Support Engineering organization, responsible for driving complex, cross-functional technical escalations through a swarm-based support model. You will be the technical anchor for critical customer issues, collaborating with engineering, product, and support teams to ensure swift, high-quality resolutions.
Key Responsibilities
Senior Principal swarm lead sessions for Sev1/Sev2 escalations, coordinating across support, engineering, and product teams
Act as the primary technical point of contact for strategic and enterprise customers during critical incidents
Drive root cause analysis (RCA) and ensure preventive action plans are documented and followed through
Mentor and coach senior support engineers on troubleshooting methodologies and customer communication
Collaborate with Product and Engineering to identify recurring issues, influence product improvements, and close knowledge gaps
Develop and maintain internal knowledge base articles, runbooks, and best practices for swarm resolution
Track and report on swarm KPIs — mean time to resolve (MTTR), escalation trends, and customer satisfaction outcomes
Contribute to hiring, onboarding, and capability building within the swarm team
Required Qualifications
10+ years of experience in technical support, professional services, or software engineering
Deep expertise in data integration, MDM, or cloud data management platforms (Informatica experience a strong plus)
Proven track record of managing high-severity customer escalations in an enterprise SaaS environment
Strong understanding of cloud infrastructure, APIs, and enterprise software architectures
Excellent communication skills — able to interface confidently with C-level stakeholders and engineering leadership
Experience working in a swarm or war-room style support model
Preferred Qualifications
Experience with Informatica CDGC, MDM, or PowerCenter
Prior experience in a lead or principal-level support engineering role
Familiarity with Salesforce platform and ecosystem
Unleash Your Potential
When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what's possible — for yourself, for AI, and the world.
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Equal Opportunity Statement.
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.
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