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Job Category

Customer Success

Job Details

About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place Agentforce is the future of AI, and you are the future of Salesforce.

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 bes

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