Salesforce L2 Support Lead

About Ascendion Ascendion is a leader in AI-Native platform driven software engineering company that underwrites outcomes, helping businesses innovate faster, smarter, and with greater impact. We partner with Global 2000 clients across North America, UK, Europe, and APAC to solve complex challenges in data, experience design, software product engineering, and workforce transformation. Powered by expert engineers, thousands of AI agents, and our Engineering to the Power of AI™ (EngineeringAI) method, we deliver measurable outcomes that build trust, unlock value, and accelerate growth. Learn more at ascendion.com
Ascendion | Engineering to elevate life We have a culture built on opportunity, inclusion, and a spirit of partnership. Come, change the world with us: - Build the coolest tech for world's leading brands - Solve complex problems – and learn new skills - Experience the power of transforming digital engineering for Fortune 500 clients - Master your craft with leading training programs and hands-on experience
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About the Role The Salesforce L2 Support Lead will be responsible for leading the day-to-day support operations of the Salesforce platform, ensuring SLA adherence, driving incident resolution, managing backlog reduction, and providing technical leadership to the L2 support team. The role requires strong expertise in Salesforce Sales Cloud, incident management, stakeholder communication, and production support governance.
Job Title: Salesforce L2 Support Lead
Key Responsibilities: - Lead Salesforce L2 production support team and act as the primary owner for support delivery. - Manage P1/P2 incidents, problem investigations, escalations, and RCA activities. - Ensure compliance with SLAs, MTTR targets, backlog reduction, and ticket aging objectives. - Review and approve data fixes, production changes, and support releases. - Provide technical guidance, coaching, and peer reviews for support engineers. - Coordinate with L3, business stakeholders, and customer teams for timely issue resolution. - Drive ticket hygiene, process adherence, knowledge management, and continuous improvement initiatives. - Prepare service metrics, operational reports, and customer-facing updates. - Identify recurring issues and implement preventive and automation opportunities. - Support transition, KT, and cross-skilling activities to reduce key-person dependencies.
Minimum Qualifications: - Required Skills & Experience 10+ years of Salesforce experience with at least 3+ years in Support Lead / AMS Lead roles. - Hands-on expertise in Salesforce Sales, Service Cloud and Lightning Platform. - Strong experience managing L2/L3 support operations and incident management processes. - Proven experience handling P1/P2 production incidents and stakeholder escalations. - Good understanding of Salesforce configurations, integrations, security, data management, and release management. - Experience with Jira, ServiceNow, Agile support processes, and ITIL practices. - Excellent communication and customer-facing skills. - Preferred Insurance domain experience, preferably Policy, Renewal, and Underwriting processes. - Salesforce Administrator certification and one or more Salesforce Consultant certifications.
Location: Bangalore
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