Principal System Administrator ( Salesforce Service Cloud)

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

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

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Own configuration including:

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Case lifecycle and status models

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Fields, layouts, and page design

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Routing and assignment logic

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Automation (Flows, validation rules, etc.)

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Product Additions (Organic or through M&A)

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

System Design & Optimization

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Continuously refine system structure to improve:

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Usability for support engineers

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Data quality and reporting reliability

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Alignment to product architecture and issue types

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

Integrations & Data Architecture

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Own integrations between Salesforce and:

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Microsoft Fabric (data pipelines)

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Gainsight (support signals into customer health)

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

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

AI & Automation Enablement

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

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Case intake and triage

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Knowledge generation

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Workflow augmentation

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

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Establish guardrails and monitoring for AI-driven workflows

Collaboration & Governance

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Partner with:

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Support Ops Manager (workflow and process design)

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Support Ops Analysts (data structure and reporting needs)

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IT Salesforce team (alignment with broader SFDC governance)

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

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

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

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Strong hands-on experience with:

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Flows, automation, and case management design

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Data modeling and system architecture

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

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Familiarity with the Microsoft Fabric ecosystem and data pipelines preferred

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Experience with Gainsight integrations is a plus

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

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Strong judgment in balancing flexibility vs structure in system design

What Success Looks Like

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A Salesforce environment that accurately reflects real support workflows

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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.

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High system adoption and usability among support engineers

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Reliable, structured data that powers trusted reporting and insights

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

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Thoughtful implementation of AI that improves efficiency without oversimplifying complex work

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