Tech Lead

Job Title: Salesforce Technical Support / Release Manager

Location: MONTPELIER City in Vermont East Coast USA (with travel to customer locations as needed

Job Type: Fulltime

Acceptable VISA: USC GC H4EAD L2s TN . Only (no F1H1B)

Key Responsibilities

• Troubleshooting & Support: Leverage Salesforce expertise to troubleshoot issues perform root cause analysis and address bug fixes/user stories in collaboration with our offshore team. Manage integration failures.
• Release Management: Oversee Salesforce release processes strategically employing Copado while adhering to strict codescan rules. Manage backdeployments to developer sandboxes.
• Documentation: Create and maintain release documentation (config workbooks data dictionaries user/admin guides).
• Stakeholder Management: Build strong relationships with stakeholders across multiple state agencies. Provide clear project status updates manage expectations and escalate issues as needed.

Job Requirements

• Salesforce Expertise: 7 years of handson experience with Salesforce (Service Cloud focus) including LWC Apex and configuration. Relevant Salesforce certifications are highly valued.
• Technical Skills: Understanding of integrations troubleshooting proficiency and familiarity with Public Sector Foundation Solutions (PSF) are desirable.
• Project Management: Proven ability to manage release plans and execution effectively.
• Communication & Collaboration: Excellent verbal and written communication; ability to work with offshore development team and across time zones.
• Support Mindset: Knowledge of SLAs priorities and severities within application support. ITIL background is a plus.
• Should have worked on Salesforce Support projects (Postproduction Support)
• Should be able to resolve support tickets
• Should be able to work on small enhancements
• Should also have experience in an implementation project
• Should be able to maintain a low backlog of tickets
• Should be able to meet the SLA on all tickets based on the defined SLA
• Should have experience in release management
• Should be able to lead/manage the support team
• Should be able to manage/handle the customer for maintenance & enhancement projects

Work Allocation

• Copado Release Deployments: 40%
• Documentation: 20%
• Customer Communication & Reporting: 15%
• Issue Troubleshooting Bug Fixes RCA and User Story Development: 25%