Salesforce Shared Support (Hyderabad)

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 positionresponsible 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 approachwith 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). - Robust command over Sales Cloud, Service Cloud, Experience Cloud. - Ability to translate business re .