Salesforce L2 Support Lead

Ascendion; Gurugram District; Hybrid; INR 1,800,000 - 2,400,000; Full time

Job summary

Ascendion is seeking an experienced Salesforce L2 Support Lead for a hybrid role in Gurugram. You will own end-to-end Salesforce production support, lead critical incidents, and drive ITIL-aligned processes with a focus on operational excellence.

You will guide a team of support engineers, coordinate with L3 and business stakeholders, and promote continuous improvement, automation, and knowledge management. 10+ years in Salesforce with 3+ years as a lead required.

Qualifications

• 10+ years of Salesforce experience with at least 3+ years in Support Lead / AMS Lead roles.
• Strong hands-on expertise in Salesforce Sales Cloud, Service Cloud, and Lightning Platform.
• Experience handling L2/L3 support operations and critical production incidents.
• Knowledge of Salesforce configuration, integrations, security, data management, and release management.
• Hands-on Salesforce development with Apex, LWC, Aura, Triggers, Flows, Visualforce, SOQL/SOSL, and APIs.
• Experience with Jira, ServiceNow, ITIL processes, and strong customer-facing skills.

Responsibilities

• Lead Salesforce L2 production support and own end-to-end delivery.
• Manage P1/P2 incidents, investigations, escalations, and RCA activities.
• Ensure SLA, MTTR, backlog reduction, and ticket aging targets.
• Review and approve production changes, data fixes, and releases.
• Mentor support engineers through coaching and peer reviews.
• Collaborate with L3, business stakeholders, and customer teams for timely resolution.
• Drive process adherence, ticket hygiene, knowledge management, and continuous improvement.
• Identify recurring issues and push automation and preventive actions.
• Support KT, transition, and cross-skilling initiatives.

Skills

Sales Cloud

Service Cloud

Lightning Platform

Apex

LWC

Aura

SOQL/SOSL

APIs

ITIL

Jira

ServiceNow

Tools

Jira

ServiceNow

Job description

We’re hiring an experienced Salesforce L2 Support Lead for a hybrid role in Gurugram (3 days WFO | 2 days WFH | Sector 30).

This is a great opportunity for a seasoned Salesforce professional who thrives in production support, enjoys solving complex incidents, and can lead with both technical depth and operational excellence.

What you’ll do:

• Lead Salesforce L2 production support and own end-to-end support delivery
• Manage P1/P2 incidents, problem investigations, escalations, and RCA activities
• Ensure SLA, MTTR, backlog reduction, and ticket aging targets are met
• Review and approve production changes, data fixes, and support releases
• Guide and mentor support engineers through coaching and peer reviews
• Partner with L3 teams, business stakeholders, and customer teams for timely resolution
• Drive process adherence, ticket hygiene, knowledge management, and continuous improvement
• Identify recurring issues and support automation and preventive actions
• Support KT, transition, and cross-skilling initiatives

What we’re looking for:

• 10+ years of Salesforce experience with at least 3+ years in Support Lead / AMS Lead roles
• Strong hands-on expertise in Salesforce Sales Cloud, Service Cloud, and Lightning Platform
• Experience handling L2/L3 support operations and critical production incidents
• Strong knowledge of Salesforce configuration, integrations, security, data management, and release management
• Hands-on Salesforce development experience with Apex, LWC, Aura, Triggers, Flows, Visualforce, SOQL/SOSL, and APIs
• Experience with Jira, ServiceNow, Agile support processes, and ITIL practices
• Strong communication and customer-facing skills

Preferred:

• Insurance domain experience, especially in Policy, Renewal, and Underwriting processes
• Salesforce Administrator certification and one or more Salesforce Consultant certifications

If you’re passionate about leading Salesforce support excellence and driving meaningful impact, this could be the right next move.

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