Customer Support Systems Platform Manager (R5349)

Shield AI•Dallas, TX

11d•$110,000 - $170,000

About The Position

Shield AI is seeking a Customer Support Systems Platform Manager to own the administration, configuration, roadmap, and continued development of their Salesforce Service Cloud environment and customer community portal. This role will be the primary platform owner for systems supporting customer support, maintenance, sustainment, shipping, asset tracking, support communications, documentation access, reporting, dashboards, and case management. The ideal candidate is a hands-on Salesforce Service Cloud and Experience Cloud professional capable of day-to-day platform management as well as designing and delivering new capabilities. This role will collaborate with support, shipping, sustainment, maintenance, product, IT, security, and program stakeholders to design scalable support processes and enhance internal and customer engagement through Salesforce.

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.
Experience creating Salesforce reports and dashboards.
Experience managing users, permissions, roles, profiles, permission sets, and sharing settings.
Ability to gather business requirements and translate them into scalable Salesforce solutions.
Strong understanding of Salesforce configuration best practices.
Experience supporting multiple teams, business units, or product lines within a single Salesforce environment.
Strong communication skills and ability to work with technical and non-technical stakeholders.
Ability to independently manage priorities, troubleshoot issues, and drive platform improvements.
U.S. citizenship required due to potential access to CUI, ITAR-controlled technical data, export-controlled information, and customer/program-restricted information.

Nice To Haves

Experience with Salesforce Experience Cloud, Customer Community, or customer portal administration.
Experience supporting support operations, maintenance, sustainment, logistics, shipping, asset tracking, field support, or RMA-related workflows.
Experience with Salesforce Knowledge, Entitlements, Milestones, SLAs, Macros, Omni-Channel, or Digital Engagement.
Experience designing customer-facing portal experiences.
Experience with Salesforce data governance and reporting strategy.
Experience working with external Salesforce implementation partners or developers.
Familiarity with Apex, Lightning Web Components, APIs, integrations, or the ability to manage technical Salesforce development work.
Experience in aerospace, defense, manufacturing, hardware, robotics, logistics, or complex technical product environments.
Salesforce Administrator certification
Salesforce Advanced Administrator certification
Salesforce Platform App Builder certification
Salesforce Service Cloud Consultant certification
Salesforce Experience Cloud Consultant certification
Salesforce Platform Developer I certification, preferred but not required

Responsibilities

Serve as the primary administrator and platform owner for Salesforce Service Cloud and Experience Cloud.
Manage users, roles, profiles, permission sets, queues, groups, sharing settings, and access controls.
Configure and maintain case record types, case layouts, Lightning pages, fields, validation rules, assignment rules, escalation rules, and support processes.
Maintain the health, usability, security model, and data quality of the Salesforce support environment.
Manage sandbox environments, configuration changes, release documentation, and user support.
Troubleshoot issues, resolve user requests, and provide guidance to internal teams.
Design, configure, and enhance Service Cloud functionality for support, maintenance, sustainment, shipping, and product-specific workflows.
Build custom case management processes for different teams, products, business units, and customer support models.
Create and maintain Salesforce Flows, automations, approval processes, notifications, routing logic, and guided support processes.
Partner with stakeholders to gather requirements and translate business needs into scalable Salesforce solutions.
Support the onboarding of new products, teams, and operational workflows into Service Cloud.
Recommend improvements to case management, support operations, customer communications, and internal workflows.
Own the design, administration, and continued evolution of the Salesforce customer community portal.
Manage customer-facing portal functionality, access, navigation, content visibility, case submission, documentation access, asset tracking, communications, and support updates.
Design new portal features as customer and business needs evolve.
Partner with support and customer-facing teams to improve customer engagement and information access.
Ensure portal functionality aligns with internal support workflows, security requirements, and customer experience goals.
Build and maintain reports and dashboards for support operations, case performance, shipping workflows, maintenance activity, sustainment metrics, asset-related support, and executive visibility.
Define and maintain key metrics, reporting structures, data standards, and dashboard requirements.
Support data quality, data cleanup, imports, exports, and ongoing data governance.
Partner with stakeholders to improve visibility into support trends, case volume, response performance, customer engagement, and operational bottlenecks.
Own and maintain the roadmap for Salesforce Service Cloud and Experience Cloud enhancements.
Prioritize system requests in partnership with business, IT, support, and operational stakeholders.
Document requirements, configuration decisions, process designs, and release notes.
Train users and create documentation for new features, workflows, reports, and portal capabilities.
Coordinate with external Salesforce consultants, developers, or implementation partners for larger technical projects.
Serve as the bridge between business teams and technical resources for Salesforce-related initiatives.