Shield AI

1 day ago

Customer Support Systems Platform Manager (R5349)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Own the administration, configuration, roadmap, and continued development of Salesforce Service Cloud and Experience Cloud to support customer support, maintenance, sustainment, shipping, asset tracking, reporting, dashboards, and case management. You’ll manage users, permissions, portal functionality, and data quality; build automation with Flows; create reports and metrics; and partner with support, IT, security, and program stakeholders to deliver scalable support processes and improvements.

Location: Dallas

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Serve as the primary administrator and platform owner for Salesforce Service Cloud and Experience Cloud.
•Manage users, roles, profiles, permission sets, queues, sharing settings, and access controls; maintain case record types, layouts, Lightning pages, and validation/assignment/escalation rules.
•Design, configure, and enhance Service Cloud functionality for support workflows, including building custom case management processes and automation with Flows.
•Own the design and evolution of the customer community portal, managing portal functionality, access, content visibility, case submission, documentation access, and communications.
•Build and maintain reports and dashboards, define metrics and data standards, and support data governance through cleanup, imports/exports, and improvements to support visibility.

Pay and Benefits

Salary: USD 110,000 - 170,000 annually

Equity and Bonus:Equity

Key Requirements

•5+ years of hands-on Salesforce administration, business systems, CRM, or support-platform experience.
•Strong experience administering and configuring Salesforce Service Cloud.
•Experience with case management, queues, routing, escalation rules, assignment rules, record types, page layouts, and Lightning pages.
•Experience building Salesforce automation using Flow.
•U.S. citizenship required due to potential access to CUI, ITAR-controlled technical data, export-controlled information, and customer/program-restricted information.

Experience:5+ years

Skills:CommunicationStakeholder managementTroubleshootingPrioritizationRequirements gathering

Certifications:Salesforce AdministratorSalesforce Advanced AdministratorSalesforce Platform App BuilderSalesforce Service Cloud ConsultantSalesforce Experience Cloud ConsultantSalesforce Platform Developer I

Tech Stack:Salesforce Service CloudSalesforce Experience CloudSalesforce FlowsLightning pagesApexLightning Web Components (LWC)APIsOmni-ChannelDigital EngagementSalesforce KnowledgeEntitlementsMilestonesSLAsMacrosApprovalsRouting logic

Eligibility

Nationality:U.S. National

Company Brief

Shield AI

Develops AI-powered autonomy and software for military aircraft and drones to enable autonomous ISR and combat missions, integrating perception, navigation, and mission planning for defense customers.

Industry: Defense Technology

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Series E+

Headquarters: San Diego, United States

Founded: 2015

Website LinkedIn

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Shield AI

1 day ago

Customer Support Systems Platform Manager (R5349)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: Dallas

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Serve as the primary administrator and platform owner for Salesforce Service Cloud and Experience Cloud.
•Manage users, roles, profiles, permission sets, queues, sharing settings, and access controls; maintain case record types, layouts, Lightning pages, and validation/assignment/escalation rules.
•Design, configure, and enhance Service Cloud functionality for support workflows, including building custom case management processes and automation with Flows.
•Own the design and evolution of the customer community portal, managing portal functionality, access, content visibility, case submission, documentation access, and communications.
•Build and maintain reports and dashboards, define metrics and data standards, and support data governance through cleanup, imports/exports, and improvements to support visibility.

Pay and Benefits

Salary: USD 110,000 - 170,000 annually

Equity and Bonus:Equity

Key Requirements

•5+ years of hands-on Salesforce administration, business systems, CRM, or support-platform experience.
•Strong experience administering and configuring Salesforce Service Cloud.
•Experience with case management, queues, routing, escalation rules, assignment rules, record types, page layouts, and Lightning pages.
•Experience building Salesforce automation using Flow.
•U.S. citizenship required due to potential access to CUI, ITAR-controlled technical data, export-controlled information, and customer/program-restricted information.

Experience:5+ years

Skills:CommunicationStakeholder managementTroubleshootingPrioritizationRequirements gathering

Eligibility

Nationality:U.S. National

Company Brief

Shield AI

Industry: Defense Technology

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Series E+

Headquarters: San Diego, United States

Founded: 2015

Website LinkedIn