Senior Principal Swarm Lead (Informatica MDM, PIM, P360, C360 experience mandatory)

Job description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success Job Details About Salesforce 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. Job Title: Senior Principal Swarm LeadLocation: India (Bangalore / Hyderabad - Remote)  About the Role The Senior Principal Swarm Lead is a senior individual contributor role within the Technical Support Engineering organization, responsible for driving complex, cross-functional technical escalations through a swarm-based support model. You will be the technical anchor for critical customer issues, collaborating with engineering, product, and support teams to ensure swift, high-quality resolutions.  Key Responsibilities Senior Principal swarm lead sessions for Sev1/Sev2 escalations, coordinating across support, engineering, and product teamsAct as the primary technical point of contact for strategic and enterprise customers during critical incidentsDrive root cause analysis (RCA) and ensure preventive action plans are documented and followed throughMentor and coach senior support engineers on troubleshooting methodologies and customer communicationCollaborate with Product and Engineering to identify recurring issues, influence product improvements, and close knowledge gapsDevelop and maintain internal knowledge base articles, runbooks, and best practices for swarm resolutionTrack and report on swarm KPIs — mean time to resolve (MTTR), escalation trends, and customer satisfaction outcomesContribute to hiring, onboarding, and capability building within the swarm team Required Qualifications 10+ years of experience in technical support, professional services, or software engineeringDeep expertise in data integration, MDM, or cloud data management platforms (Informatica experience a strong plus)Proven track record of managing high-severity customer escalations in an enterprise SaaS environmentStrong understanding of cloud infrastructure, APIs, and enterprise software architecturesExcellent communication skills — able to interface confidently with C-level stakeholders and engineering leadershipExperience working in a swarm or war-room style support model Preferred Qualifications Experience with Informatica CDGC, MDM, or PowerCenterPrior experience in a lead or principal-level support engineering roleFamiliarity with Salesforce platform and ecosystem Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world. Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form. Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options. Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants