Salesforce L2 Support Lead

Ascendion; Bengaluru; On-site; INR 2,500,000 - 6,000,000; Full time

Job summary

Ascendion is seeking a Salesforce L2 Support Lead to drive day-to-day Salesforce platform support, ensure SLA adherence, and guide the L2 team. You will manage P1/P2 incidents, coordinate with L3 and stakeholders, and deliver data fixes and production changes with governance.

The role requires 10+ years in Salesforce, expertise across Sales/Service Cloud, and ITIL-aligned processes. Bangalore-based, on-site, with opportunities to mentor and optimize support operations.

Qualifications

• 10+ years of Salesforce experience with at least 3+ years in Support Lead / AMS Lead roles.
• Hands-on expertise in Salesforce Sales, Service Cloud and Lightning Platform.
• Strong experience managing L2/L3 support operations and incident management processes.
• Proven experience handling P1/P2 production incidents and stakeholder escalations.
• Good understanding of Salesforce configurations, integrations, security, data management, and release management.
• Experience with Jira, ServiceNow, Agile support processes, and ITIL practices.
• Excellent communication and customer-facing skills.
• Preferred Insurance domain experience, preferably Policy, Renewal, and Underwriting processes.
• Salesforce Administrator certification and one or more Salesforce Consultant certifications.

Responsibilities

• Lead Salesforce L2 production support team and act as the primary owner for support delivery.
• Manage P1/P2 incidents, problem investigations, escalations, and RCA activities.
• Ensure compliance with SLAs, MTTR targets, backlog reduction, and ticket aging objectives.
• Review and approve data fixes, production changes, and support releases.
• Provide technical guidance, coaching, and peer reviews for support engineers.
• Coordinate with L3, business stakeholders, and customer teams for timely issue resolution.
• Drive ticket hygiene, process adherence, knowledge management, and continuous improvement initiatives.
• Prepare service metrics, operational reports, and customer-facing updates.
• Identify recurring issues and implement preventive and automation opportunities.
• Support transition, KT, and cross-skilling activities to reduce key-person dependencies.

Skills

Salesforce experience

Stakeholder communication

Incident management

Leadership

Tools

Jira

ServiceNow

ITIL

Job description

About Ascendion

Ascendion is a leader in AI-Native platform driven software engineering company that underwrites outcomes, helping businesses innovate faster, smarter, and with greater impact. We partner with Global 2000 clients across North America, UK, Europe, and APAC to solve complex challenges in data, experience design, software product engineering, and workforce transformation. Powered by expert engineers, thousands of AI agents, and our Engineering to the Power of AI™ (EngineeringAI) method, we deliver measurable outcomes that build trust, unlock value, and accelerate growth. Learn more at ascendion.com

About Ascendion

Ascendion is a leader in AI-Native platform driven software engineering company that underwrites outcomes, helping businesses innovate faster, smarter, and with greater impact. We partner with Global 2000 clients across North America, UK, Europe, and APAC to solve complex challenges in data, experience design, software product engineering, and workforce transformation. Powered by expert engineers, thousands of AI agents, and our Engineering to the Power of AI™ (EngineeringAI) method, we deliver measurable outcomes that build trust, unlock value, and accelerate growth. Learn more at ascendion.com

Ascendion | Engineering to elevate life

We have a culture built on opportunity, inclusion, and a spirit of partnership. Come, change the world with us:

• Build the coolest tech for world's leading brands
• Solve complex problems – and learn new skills
• Experience the power of transforming digital engineering for Fortune 500 clients
• Master your craft with leading training programs and hands-on experience

Experience a community of change makers! Join a culture of high-performing innovators with endless ideas and a passion for tech. Our culture is the fabric of our company, and it is what makes us unique and diverse. The way we share ideas, learning, experiences, successes, and joy allows everyone to be their best at Ascendion.

About The Role

The Salesforce L2 Support Lead will be responsible for leading the day-to-day support operations of the Salesforce platform, ensuring SLA adherence, driving incident resolution, managing backlog reduction, and providing technical leadership to the L2 support team. The role requires strong expertise in Salesforce Sales Cloud, incident management, stakeholder communication, and production support governance.

Key Responsibilities

• Lead Salesforce L2 production support team and act as the primary owner for support delivery.
• Manage P1/P2 incidents, problem investigations, escalations, and RCA activities.
• Ensure compliance with SLAs, MTTR targets, backlog reduction, and ticket aging objectives.
• Review and approve data fixes, production changes, and support releases.
• Provide technical guidance, coaching, and peer reviews for support engineers.
• Coordinate with L3, business stakeholders, and customer teams for timely issue resolution.
• Drive ticket hygiene, process adherence, knowledge management, and continuous improvement initiatives.
• Prepare service metrics, operational reports, and customer-facing updates.
• Identify recurring issues and implement preventive and automation opportunities.
• Support transition, KT, and cross-skilling activities to reduce key-person dependencies.

Minimum Qualifications

• Required Skills & Experience 10+ years of Salesforce experience with at least 3+ years in Support Lead / AMS Lead roles.
• Hands-on expertise in Salesforce Sales, Service Cloud and Lightning Platform.
• Strong experience managing L2/L3 support operations and incident management processes.
• Proven experience handling P1/P2 production incidents and stakeholder escalations.
• Good understanding of Salesforce configurations, integrations, security, data management, and release management.
• Experience with Jira, ServiceNow, Agile support processes, and ITIL practices.
• Excellent communication and customer-facing skills.
• Preferred Insurance domain experience, preferably Policy, Renewal, and Underwriting processes.
• Salesforce Administrator certification and one or more Salesforce Consultant certifications.

Location: Bangalore

Want to change the world? Let us know. Tell us about your experiences, education, and ambitions. Bring your knowledge, unique viewpoint, and creativity to the table. Let's talk!