Lead Systems Specialist – Data Foundations & AI Platforms

Salesforce, Inc.; Dublin; Hybrid; EUR 100,000 - 140,000; Full time

Job summary

Salesforce seeks a System Specialist Lead, Data Foundations, to own escalation workflows across enterprise data platforms. You will guide incident response with reliability engineers, mentor analysts, and ensure rapid, well-communicated resolutions for executives.

You will balance automation with human-led escalation and shape platform reliability practices. You will own case intake, RCAs, and post-incident improvements, working with vendors, engineering, and business leaders across time zones.

Qualifications

• Degree or equivalent relevant experience required.
• 5+ years of platform-specific development, implementation, or support experience in an enterprise IT environment.
• Advanced knowledge of Salesforce native functionality and best practices.
• Intermediate knowledge of coding languages (Apex, Python, SQL).
• Experience managing escalations across cases, investigations, and incidents across teams and time zones.
• Experience owning RCAs, and designing the processes, SOPs, and reference manuals for a platform or business process vertical.
• Experience defining, tracking, and improving service level metrics (for example FRT, NRT, ART) and satisfaction measures (CSAT, NPS).
• Demonstrated ability to build relationships across engineering, product, and business teams.
• Certifications: Salesforce Administrator (ADM-201), Advanced Administrator (ADM-211), and Platform Developer I.

Responsibilities

• Own the escalation model for cases, intake, investigations, and SOPs across teams, vendors, and time zones.
• Set expectations with the SRE lead for how Specialists and SREs swarm incidents together.
• Analyze escalation trendlines and turn them into reliability, staffing, and platform engineering priorities.
• Partner with SREs on disaster recovery planning and tests for your platform area.
• Contribute case and intake learnings to post-incident reviews led by SREs.
• Resolve complex declarative and code issues, and close RCAs with fixes that prevent recurrence.
• Identify system, process, and technical-debt gaps, and recommend resolutions and priorities to leadership.
• Define monitoring, alerting, and self-healing automation with SRE and engineering partners.
• Own SLA delivery and backlog health for your vertical or platform.

Skills

Escalation management

Incident response

SRE collaboration

Automation

Stakeholder communication

Mentoring Analysts

Apex

Python

SQL

Education

Degree or equivalent relevant experience

Tools

Apex

Python

SQL

Job description

Salesforce seeks a System Specialist Lead, Data Foundations, to own escalation workflows across enterprise data platforms. You will guide incident response with reliability engineers, mentor analysts, and ensure rapid, well-communicated resolutions for executives.

You will balance automation with human-led escalation and shape platform reliability practices. You will own case intake, RCAs, and post-incident improvements, working with vendors, engineering, and business leaders across time zones.