Job Description

We are seeking a Principal System Administrator to own and evolve the systems that power a complex, engineer-led support organization.

This role is the primary owner of Salesforce Service Cloud for Support, responsible for ensuring the system accurately reflects how complex technical issues are diagnosed and resolved—not forcing workflows that oversimplify the work.

Unlike traditional admin roles focused on ticketing efficiency, this role emphasizes designing systems that support nuanced, non-linear workflows, while maintaining clarity, usability, and data integrity.

This role will partner closely with Support Operations, IT (Salesforce Sales admins), Product, and Engineering, and will play a key role in implementing AI-enabled capabilities in a thoughtful, controlled way.

This role reports to the Customer Operations leader.

Job Responsibilities

Salesforce Service Cloud Ownership

Serve as the primary administrator for the Support instance of Salesforce Service Cloud

Own configuration including:

Case lifecycle and status models

Fields, layouts, and page design

Routing and assignment logic

Automation (Flows, validation rules, etc.)

Product Additions (Organic or through M&A)

Ensure the system reflects real support workflows, not idealized or overly rigid processes

System Design & Optimization

Continuously refine system structure to improve:

Usability for support engineers

Data quality and reporting reliability

Alignment to product architecture and issue types

Balance simplicity and flexibility—avoiding unnecessary complexity while supporting nuanced workflows

Integrations & Data Architecture

Own integrations between Salesforce and:

Microsoft Fabric (data pipelines)

Gainsight (support signals into customer health)

Other tools (e.g., Slack, Jira, AI platforms)

Partner with IT and data teams to ensure data integrity, reliability, and scalability

AI & Automation Enablement

Lead implementation and configuration of AI-enabled tools (e.g., Forethought, Agentforce), including:

Case intake and triage

Knowledge generation

Workflow augmentation

Ensure AI enhances—not degrades—the quality of complex support interactions

Establish guardrails and monitoring for AI-driven workflows

Collaboration & Governance

Partner with:

Support Ops Manager (workflow and process design)

Support Ops Analysts (data structure and reporting needs)

IT Salesforce team (alignment with broader SFDC governance)

Establish best practices for change management, release cycles, and system governance

Job Qualification

6–9 years of experience as a Salesforce Administrator, with deep focus on Service Cloud

Proven experience owning a complex support or service environment, not just sales workflows

Strong hands-on experience with:

Flows, automation, and case management design

Data modeling and system architecture

Experience integrating Salesforce with external systems (data platforms, CS tools, etc.)

Familiarity with the Microsoft Fabric ecosystem and data pipelines preferred

Experience with Gainsight integrations is a plus

Exposure to AI-enabled support platforms (Forethought, Agentforce) strongly preferred

Strong judgment in balancing flexibility vs structure in system design

What Success Looks Like

A Salesforce environment that accurately reflects real support workflows

Ownership of the configuration, expansion, and ongoing optimization of AI-enabled support tools (e.g., Forethought, Agentforce), including adapting vendor-provided implementations to fit real-world support workflows.

High system adoption and usability among support engineers

Reliable, structured data that powers trusted reporting and insights

Seamless integration of support data into Customer Success (Gainsight) and analytics platforms

Thoughtful implementation of AI that improves efficiency without oversimplifying complex work

A system that is maintainable, scalable, and adaptable over time

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