Principal Swarm Lead

Salesforce
Sydney
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceEducation: bachelorsSkills: ["Collaboration","Mentoring","Customer-centricity","Influencing"]

Own the end-to-end customer experience for the APAC shift as a Swarm Lead, serving as the first point of contact for customers facing technical challenges after hours. Monitor and triage incoming cases and swarms, coordinate urgent support with engineers and tech leads, mentor Support Engineers, and drive upskilling and knowledge sharing. Lead critical-event coordination and proactively initiate swarming when cases stall.

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FursaFursa
Salesforce
Salesforce
4 days ago

Principal Swarm Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 23 hours agoStatus: Live

Job Summary

Own the end-to-end customer experience for the APAC shift as a Swarm Lead, serving as the first point of contact for customers facing technical challenges after hours. Monitor and triage incoming cases and swarms, coordinate urgent support with engineers and tech leads, mentor Support Engineers, and drive upskilling and knowledge sharing. Lead critical-event coordination and proactively initiate swarming when cases stall.
Location: Sydney
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance

Key Responsibilities

  • •Monitor incoming cases or swarms and ensure swarm requests are answered in a timely manner.
  • •Drive collaboration with engineers and other tech leads to provide urgent support using standard methodologies.
  • •Conduct mentoring sessions, identify upskilling opportunities, and craft knowledge content to foster knowledge exchange.
  • •Engage the right resources and work with duty managers to share accurate information during critical events.
  • •Proactively initiate swarming for stalled cases and motivate efficient resource usage during incidents or urgent case handling.

Key Requirements

  • •Bachelor's degree in Computer Science or related field, or equivalent experience in a Systems Administrator role.
  • •Demonstrated skill in Customer Support or Customer Service in a customer-facing role.
  • •Relevant cloud certifications in Sales, Service, Platform and Marketing Cloud.
  • •Support Engineers (Senior+) are encouraged to apply.
  • •High collaboration with influential, mentoring, and customer-centric competencies.
Experience:Enterprise cloud
Education:Bachelor's in Computer Science
Skills:CollaborationMentoringCustomer-centricityInfluencing
Certifications:Sales CloudService CloudPlatform CloudMarketing CloudTrailhead Ranger
Tech Stack:DNSDHCPHTMLCSSFirewallsWeb serversProxy serversSSLTLSHTTPSCDN

Company Brief

Salesforce
Provides a leading cloud-based customer relationship management (CRM) platform with sales, service, marketing, analytics, and integration tools that empower businesses to manage customer relationships and digital transformation at scale.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 1999
Glassdoor
Glassdoor: 4.1
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