Description
Experience Required: 10+ years in Salesforce ecosystem
Shared Support Experience: 2+ years (hands-on or leadership)
Location: Offshore / Global Delivery Model (Hyderabad / Remote / Hybrid)
Role Type: Individual Contributor → Team Builder / Lead Path

Role:

We are looking for a highly experienced Salesforce Solution Architect / Lead to spearhead a Shared Support Engagement model for our Salesforce practice. The ideal candidate has deep Salesforce expertise, strong functional leadership, solid technical understanding, and a track record of delivering excellent customer experience in multi-customer or pooled support environments.

This role begins as an independent contributor, eventually evolving into a team-building and capability leadership position—responsible for establishing a strong offshore support team skilled in Salesforce administration, analysis, and solutioning.

1. Shared Support Leadership
- Lead day-to-day operations of Salesforce shared support engagements spanning multiple customers.
- Own intake, triage, scoping, backlog management, and prioritization.




- Ensure high-quality, timely resolution of issues, enhancements, and small-scale solutions.
- Drive a consulting-led experience for all customers participating in shared support.

2. Salesforce Solution Design & Delivery
- Assess incoming issues/enhancement requests and determine the best-fit approach—with a functional-first mindset using declarative tools.
- Apply Salesforce recommended practices to design scalable, maintainable solutions across Sales, Service, and Experience Clouds.
- Provide technical oversight and guidance for cases requiring programmatic intervention (Apex, triggers, flows, LWC).
- Serve as the final escalation point for complex cases.

3. Functional Expertise (60%)
- Deep expertise in Salesforce's declarative capabilities (Flows, Process Automation, Configuration).
- Solid command over Sales Cloud, Service Cloud, Experience Cloud.
- Ability to translate business re

📌 Salesforce Shared Support (Hyderabad)
🏢 Apps Associates
📍 Hyderabad