Here is the updated job description reframed with Salesforce’s corporate branding, Agentforce messaging, core values, certifications, and AI-native delivery culture while keeping the core technical focus on swarm escalation leadership and Informatica/Data Management expertise:

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword — it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

The Role

We are looking for a Senior Principal Swarm Lead to join our Technical Support Engineering organization in India (Bangalore / Hyderabad - Remote).

In this senior individual contributor role, you will be responsible for driving complex, cross-functional technical escalations through a swarm-based support model. You will serve as the technical anchor for critical customer issues, collaborating closely with engineering, product, and support teams to ensure swift, high-quality resolutions for enterprise customers. You will combine deep domain depth in cloud data management with AI-native troubleshooting tools to safeguard customer trust and drive product success.

YOUR IMPACT: Responsibilities

• Swarm Leadership & Incident Management: Lead swarm sessions for critical Sev1/Sev2 escalations, coordinating real-time collaboration across Support, Engineering, Professional Services, and Product teams.

• Strategic Technical Ownership: Act as the primary technical point of contact for strategic and enterprise customers during critical incidents and high-visibility outages.

• RCA & Prevention: Drive rigorous Root Cause Analysis (RCA) and ensure preventive action plans are documented, executed, and fed back into product lifecycle processes.

• Product & Engineering Feedback Loop: Collaborate with Product and Engineering leadership to identify recurring architecture issues, influence product roadmaps, and eliminate knowledge gaps.

• Knowledge & Runbook Development: Create and maintain internal knowledge base articles, architectural runbooks, and best practices for swarm resolution.

• Metrics & Operational Excellence: Track and report on key operational metrics—including Mean Time to Resolve (MTTR), escalation trends, RCA completion rates, and customer satisfaction outcomes.

• Mentorship & Practice Building: Mentor and coach senior support engineers on advanced troubleshooting methodologies, executive customer communication, and swarm dynamics. Contribute to hiring and onboarding talent.

• AI-Native Incident Resolution: Up-skill on AI Fluency and leverage modern AI tools and developer assistants (e.g., Agentforce, Cursor, Claude) to accelerate triage, root-cause diagnosis, and knowledge creation.

MINIMUM QUALIFICATIONS

• 10+ years of experience in technical support engineering, professional services, cloud infrastructure support, or software engineering.

• Expert-level technical domain depth in data integration, Master Data Management (MDM), or cloud data management platforms (Informatica IDMC, CDGC, PowerCenter, or similar platforms strongly preferred).

• Proven track record of leading and resolving high-severity, complex technical escalations in an enterprise SaaS environment using a swarm or war-room support model.

• Strong architectural understanding of cloud infrastructure, APIs, microservices, and enterprise software ecosystems.

• Exceptional communication and executive presence—able to interface confidently with C-level stakeholders, customer technical teams, and engineering leadership under high pressure.

• Bachelor's degree required in Computer Science, Software Engineering, Information Technology, or a related field.

• Certifications: Highly beneficial to hold relevant Salesforce or Informatica certifications upon joining. Expected to achieve core certifications within the first 3–6 months:

  • Certified Agentforce Specialist

  • Certified Integration Architect

  • Certified Platform App Builder

PREFERRED QUALIFICATIONS & LEADERSHIP QUALITIES

• PASSION: Deeply passionate about customer trust, rapid problem resolution, and operational excellence.

• BEGINNER'S MIND: Always learning, eager to adopt AI-native diagnostic workflows, and approaches complex technical challenges with an open, analytical mind.

• THOUGHT LEADER: Strong technical voice and command in high-pressure escalation environments; confident, objective, and empathetic.

• URGENCY: Ability to move fast, make sound technical judgments under pressure, and restore customer confidence rapidly.

• OHANA & TRUST: Embodies Aloha culture—a collaborative leader who brings teams together during intense incident management while upholding Salesforce core values.

• ADAPTABLE: Thrives in fast-paced, high-stakes environments with dynamic priority shifts.

• Hands-on experience with Informatica CDGC, MDM, or PowerCenter is a strong plus.

• Prior experience in a Lead or Principal-level support engineering role in a major cloud or SaaS organization.

Location & Work Model

• Location: India (Bangalore / Hyderabad - Flexible / Remote)

• Execution: Remote/Office-Flexible options following local Salesforce guidelines.