Principal System Administrator ( Salesforce Service Cloud)

Requirements

• 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

Additional Information

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.

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