Swarm Lead (Informatica MDM, PIM, P360 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: Swarm Lead – MDM Technical Support EngineeringLocation: Bangalore, IndiaExperience: 4–6 years Our Team Informatica (from Salesforce) Technical Support Engineering is a world-class technical support function spanning North America, Europe, and Asia Pacific. Our singular mission is to ensure customers achieve maximum success with their Informatica solutions — delivered through deep technical expertise, a culture of ownership, and a relentless focus on customer satisfaction. Your Opportunity We are looking for a technically exceptional Swarm Lead to join our MDM Technical Support Engineering team in Bangalore. In this role, you won't just resolve cases — you'll be the technical backbone of the team, guiding engineers through the most complex MDM SaaS escalations and driving a culture of deep diagnosis and rapid resolution.As a Swarm Lead, you will serve as the primary escalation anchor for high-priority MDM SaaS cases, lead co-own reviews, and work hand-in-hand with R&D, Product, and PS teams to get to root cause fast. You'll bring structure to chaos, mentor engineers in the trenches, and leverage native AI tools and Claude to supercharge how the team works. If you thrive on technically hard problems, love cloud-native environments, and want to make a real impact — this role is for you. Our Ideal Candidate You are a hands-on technologist who has spent years digging deep into complex SaaS and MDM environments — and you love it. You don't wait for answers; you go find them in Kibana logs, thread dumps, MongoDB explain plans, and APM dashboards. You're equally comfortable mentoring a junior engineer through a tricky case as you are presenting a root cause analysis to R&D. • You have strong instincts for cloud-native troubleshooting — whether it's a memory leak in a Java microservice, a slow MongoDB query killing performance, or a customer-facing SaaS outage with incomplete logs. • You bring structure to ambiguity — you know how to isolate, reproduce, and articulate complex technical problems clearly to both engineers and customers. • You are a natural collaborator — working across support, engineering, and PS teams with ease, earning trust through technical credibility. • You embrace AI as a force multiplier — actively using native AI tools and Claude to accelerate log triage, draft communications, and surface patterns across cases. • You possess superb communication and customer-relationship skills — responsiveness, sensitivity, diplomacy — and are comfortable working both independently and collaboratively. • You take mentorship seriously — you invest in your teammates' growth and raise the bar for the whole team. Essential Duties & Responsibilities • Act as the primary technical escalation point for complex and high-priority MDM SaaS support cases, including verifying, isolating, diagnosing, and resolving issues • Analyze and troubleshoot issues across MDM SaaS infrastructure including Kibana logs, APM metrics, HAR reports, and Java heap/stack traces • Build and optimize MongoDB queries; diagnose query performance issues through slow query analysis, index evaluation, and explain plans • Reproduce product behaviors to determine root cause, issue workarounds, and deliver solutions • Participate in problem escalation and call prevention projects to improve efficiency for customers and support staff • Provide lead-level instructions and guidance to support engineers for faster isolation and resolution of reported issues, including driving co-own reviews (PSR/Raise Hand) with structured direction • Act as a single point of contact (SPOC) for critical customers, supporting them through their project journey • Collaborate with R&D, Product, and PS teams to drive root cause identification — providing feedback on areas of specialization back to engineering • Coordinate with QA and Engineering to identify, report, and resolve product defects • Contribute to knowledge base articles, internal runbooks, and team enablement sessions • Mentor support engineers on SaaS troubleshooting best practices, MDM product internals, and daily casework • Participate in customer escalation calls and act as a trusted technical voice for critical accounts • Drive AI adoption within the team — leveraging native AI tools and Claude for case analysis, log triage, and productivity improvement • May contribute to the team recruitment process by serving on interview panels Your Qualifications & Experience • 4–6 years of experience in tec