Support Delivery Lead / Technical Lead
Acestack
Job Title: Support Delivery Lead / Technical Lead
Location: Toronto, ON
Work Mode: Onsite
Employment Type: Full-Time
Experience: 8 10 Years
Job Description:
Own L2/L3 production support for Salesforce platforms including Sales Cloud, Service Cloud, Experience Cloud, and related applications
Act as the primary escalation point for critical P1/P2 production incidents
Lead incident triage, troubleshooting, resolution, stakeholder communication, and SLA adherence
Coordinate on-call support schedules and production support rotations across technical teams
Perform root cause analysis for recurring and major incidents and drive permanent corrective actions
Maintain problem records, track remediation activities, and identify systemic platform issues
Support production deployments, release validation, change management, and production readiness reviews
Coordinate with Development, QA, DevOps, and business teams during releases and production changes
Review change requests and ensure appropriate rollback plans and post-deployment validation are in place
Monitor Salesforce platform health, integrations, system performance, and data integrity
Troubleshoot Salesforce Apex, Flows, Validation Rules, integrations, REST/SOAP APIs, and middleware issues
Support Salesforce security administration including profiles, permission sets, access controls, and security standards
Ensure Salesforce solutions follow platform best practices, governance standards, security requirements, and compliance policies
Act as a bridge between business stakeholders, IT teams, Salesforce teams, and external partners
Provide clear and timely status updates during incidents, outages, releases, and service-impacting events
Mentor and guide support analysts, Salesforce administrators, and junior technical team members
Drive continuous improvement across support processes, monitoring, alerting, automation, and operational efficiency
Maintain runbooks, SOPs, knowledge articles, technical documentation, and operational procedures
Support audits, compliance activities, governance reviews, and Salesforce platform standards
Copado experience is mandatory , with hands-on experience supporting Salesforce release and deployment processes
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