{"id":3605950,"url":"https://alion.io/job/ptc-technical-lead-salesforce-sales-cloud-service-cloud","title":"Technical Lead - Salesforce Sales Cloud & Service Cloud","company":{"id":7480,"name":"PTC","domain":"ptc.com","url":"https://alion.io/company/ptc","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":87,"open_postings":29,"ghost_share":0,"stale_share":0.517,"repost_share":0,"time_to_fill_p50_days":46,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Enterprise Apps","role_family":"Enterprise Apps","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false},{"name":"Apex","optional":true},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-11-02T11:56:31Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-05T04:39:29Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business.\nOur people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow - all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.\nPosition Summary\nWe are seeking an experienced and highly motivated Support Technical Lead to lead the administration, production support, incident management, and continuous improvement of our Salesforce Sales Cloud platform. This role requires a strong blend of Salesforce administration expertise, technical troubleshooting, stakeholder management, and team leadership.\nThe ideal candidate will serve as the primary escalation point for complex Salesforce issues, lead support operations, coordinate with business and technical teams, drive service excellence, and ensure platform stability, performance, security, and business continuity. The individual will also mentor support analysts and administrators while contributing to strategic roadmap and platform enhancement initiatives.\nTechnical Leadership & Support Operations\nLead Salesforce Sales Cloud & Service Cloud support operations.\nServe as the escalation point for critical incidents and technical issues.\nMentor and guide Salesforce support team members.\nEnsure SLA compliance and support best practices.\nDrive process improvements and automation initiatives.\nSupport resource planning and workload prioritization.\nSalesforce Administration & Platform Management\nAdminister and support Salesforce Sales Cloud and Service Cloud.\nManage users, roles, permissions, security, and configurations.\nMaintain platform security, compliance, and data integrity.\nEvaluate Salesforce releases and feature enhancements.\nCollaborate with architects and developers on scalable solutions.\nSupport deployments, releases, and environment management.\nIncident, Problem & Major Incident Management\nLead resolution of complex production incidents.\nManage incident triage, escalation, and communications.\nCoordinate cross-functional teams during major outages.\nConduct root cause analysis and preventive actions.\nDrive resolution of recurring platform issues.\nEnsure accurate incident and problem documentation.\nMonitoring, Reliability & Continuous Improvement\nEstablish proactive monitoring and alerting practices.\nMonitor application performance, integrations, and system health.\nAnalyze support metrics and operational trends.\nImplement automation and operational improvements.\nDrive platform stability and service reliability initiatives.\nIntegration & Technical Coordination\nMonitor and support Salesforce integrations.\nCoordinate with development, infrastructure, and vendor teams.\nTroubleshoot integration, API, and authentication issues.\nMaintain integration monitoring and recovery processes.\nChange, Release & Business Continuity Management\nLead support activities for releases and deployments.\nEnsure operational readiness for platform enhancements.\nSupport disaster recovery and business continuity testing.\nAssess and mitigate risks related to system changes.\nEnforce change management standards and compliance.\nKnowledge Management & Process Governance\nMaintain support documentation, runbooks, and knowledge articles.\nPromote knowledge sharing and support best practices.\nEstablish standardized support processes and governance.\nKeep documentation aligned with platform changes.\nStakeholder & Team Management\nAct as the primary liaison between business and technical teams.\nProvide regular updates on incidents and service performance.\nConduct operational reviews and governance meetings.\nMentor and develop support team members.\nFoster a customer-focused support culture.\nRequired Qualifications\nBachelor's degree in Information Technology, Computer Science, Engineering, or related field.\n6+ years of hands-on experience administering and supporting Salesforce Sales Cloud and Service Cloud environments.\n 2+ years of experience leading support teams, technical operations, or platform support functions.\nStrong expertise in Salesforce administration, security model, user management, sharing model, case management, reports, dashboards, workflows, flows, validation rules, and data management.\nProven experience managing production support, incident management, major incidents, problem management, and root cause analysis.\nExperience supporting Salesforce integrations, APIs, middleware platforms, and enterprise application ecosystems.\nStrong understanding of Salesforce Lightning Experience and platform capabilities.\nExperience with IT Service Management (ITSM) and ticketing platforms such as ServiceNow.\nExcellent stakeholder management, leadership, communication, and presentation skills.\nStrong analytical and problem-solving capabilities with a proactive support mindset.\nPreferred Qualifications\nSalesforce Certified Administrator.\nSalesforce Advanced Administrator Certification.\nSalesforce Service Cloud Consultant Certification.\nExperience supporting global enterprise Salesforce environments.\nExposure to Salesforce platform development concepts including Apex, Flows, APIs, and Lightning Components.\nKey Competencies\nTechnical Leadership\nProduction Support Management\nMajor Incident Management\nRoot Cause Analysis\nSalesforce Administration\nStakeholder Management\nService Delivery Excellence\nTeam Mentoring & Coaching\nProcess Improvement\nITIL & Service Management\nCustomer Focus\nStrategic Problem Solving\nLife at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you.\nIf you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?\nWe respect the privacy rights of individuals and are committed to handling Personal Information responsibly and in accordance with all applicable privacy and data protection laws. Review our Privacy Policy here.\"","description_format":"text","description_chars":6401,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["CAD, PLM & BIM Software","AR & VR Software","Industrial IoT (IIoT)","Field Service Management Software"],"lifecycle":[{"event":"open","at":"2026-11-02T11:56:31Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":1,"expected_fill_days":46,"reasons":["conf:3","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-11-04T06:34:25Z"},"pay":null,"html_url":"https://alion.io/job/ptc-technical-lead-salesforce-sales-cloud-service-cloud","json_url":"https://alion.io/job/ptc-technical-lead-salesforce-sales-cloud-service-cloud.json","meta":{"generated_at":"2026-11-05T05:05:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6117,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7480},"rest":"https://alion.io/mcp/rest/get_company?id=7480"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fptc-technical-lead-salesforce-sales-cloud-service-cloud"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fptc-technical-lead-salesforce-sales-cloud-service-cloud"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fptc-technical-lead-salesforce-sales-cloud-service-cloud"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ptc-technical-lead-salesforce-sales-cloud-service-cloud\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fptc-technical-lead-salesforce-sales-cloud-service-cloud"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3605950}},{"tool":"search_jobs","arguments":{"company":"ptc.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3605950},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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