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Job Category
Customer Success
Job Details
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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

📌 Senior Principal Swarm Lead (Bengaluru)
🏢 salesforce
📍 Bengaluru