Principal System Administrator ( Salesforce Service Cloud)

We are seeking a Principal System Administratorto own and evolve the systems that power a complex, engineer-led support organization.

This role is the primary owner of Salesforce Service Cloud for Support, responsible for ensuring the system accurately reflects how complex technical issues are diagnosed and resolved-not forcing workflows that oversimplify the work.

Unlike traditional admin roles focused on ticketing efficiency, this role emphasizes designing systems that support nuanced, non-linear workflows, while maintaining clarity, usability, and data integrity.

This role will partner closely with Support Operations, IT (Salesforce Sales admins), Product, and Engineering, and will play a key role in implementing AI-enabled capabilitiesin a thoughtful, controlled way.

This role reports to the Customer Operations leader.

Job Responsibilities

Salesforce Service Cloud Ownership

• Serve as the primary administrator for the Support instance of Salesforce Service Cloud

• Own configuration including:

• • Case lifecycle and status models

• • Fields, layouts, and page design

• • Routing and assignment logic

• • Automation (Flows, validation rules, etc.)

• • Product Additions (Organic or through M&A)

• Ensure the system reflects real support workflows, not idealized or overly rigid processes

System Design & Optimization

• Continuously refine system structure to improve:

• • Usability for support engineers

• • Data quality and reporting reliability

• • Alignment to product architecture and issue types

• Balance simplicity and flexibility-avoiding unnecessary complexity while supporting nuanced workflows

Integrations & Data Architecture

• Own integrations between Salesforce and:

• • Microsoft Fabric (data pipelines)

• • Gainsight (support signals into customer health)

• • Other tools (e.g., Slack, Jira, AI platforms)

• Partner with IT and data teams to ensure data integrity, reliability, and scalability

AI & Automation Enablement

• Lead implementation and configuration of AI-enabled tools (e.g., Forethought, Agentforce), including:

• • Case intake and triage

• • Knowledge generation

• • Workflow augmentation

• Ensure AI enhances-not degrades-the quality of complex support interactions

• Establish guardrails and monitoring for AI-driven workflows

Collaboration & Governance

• Partner with:

• • Support Ops Manager (workflow and process design)

• Support Ops Analysts (data structure and reporting needs)

• IT Salesforce team (alignment with broader SFDC governance)

Establish best practices for change management, release cycles, and system governance

Job Qualification

• 6-9 years of experience as a Salesforce Administrator, with deep focus on Service Cloud

• Proven experience owning a complex support or service environment, not just sales workflows

• Strong hands-on experience with:

• • Flows, automation, and case management design

• • Data modeling and system architecture

• Experience integrating Salesforce with external systems (data platforms, CS tools, etc.)

• Familiarity with the Microsoft Fabric ecosystemand data pipelines preferred

• Experience with Gainsightintegrations is a plus

• Exposure to AI-enabled support platforms (Forethought, Agentforce) strongly preferred

• Strong judgment in balancing flexibility vs structure in system design

What Success Looks Like

• A Salesforce environment that accurately reflects real support workflows

• Ownership of the configuration, expansion, and ongoing optimization of AI-enabled support tools (e.g., Forethought, Agentforce), including adapting vendor-provided implementations to fit real-world support workflows.

• High system adoption and usability among support engineers

• Reliable, structured data that powers trusted reporting and insights

• Seamless integration of support data into Customer Success (Gainsight) and analytics platforms

• Thoughtful implementation of AI that improves efficiency without oversimplifying complex work

• A system that is maintainable, scalable, and adaptable over time