# Customer Support Systems Platform Manager

**Company:** [Shield AI](https://hotfix.jobs/companies/shield-ai)
**Location:** Dallas, TX
**Role:** Support Engineering
**Salary:** $110k – $170k/yr
**Experience:** 5+ years
**Skills:** salesforce service cloud, salesforce experience cloud, salesforce flow, salesforce reports, salesforce dashboards, case management, salesforce administration, lightning pages, apex, lightning web components
**Posted:** 2026-07-20

> Own and administer the company's Salesforce Service Cloud and Experience Cloud platforms that power customer support, case management, customer portal, reporting, and related workflows. Hands-on configuration, design of new capabilities, stakeholder management, and roadmap ownership in a technical product environment.

## Job Description

## What you'll do

### Platform Administration
- Serve as the primary administrator and platform owner for Salesforce Service Cloud and Experience Cloud.
- Manage users, roles, profiles, permission sets, queues, groups, sharing settings, and access controls.
- Configure and maintain case record types, case layouts, Lightning pages, fields, validation rules, assignment rules, escalation rules, and support processes.
- Maintain the health, usability, security model, and data quality of the Salesforce support environment.
- Manage sandbox environments, configuration changes, release documentation, and user support.
- Troubleshoot issues, resolve user requests, and provide guidance to internal teams.

### Service Cloud Design and Development
- Design, configure, and enhance Service Cloud functionality for support, maintenance, sustainment, shipping, and product-specific workflows.
- Build custom case management processes for different teams, products, business units, and customer support models.
- Create and maintain Salesforce Flows, automations, approval processes, notifications, routing logic, and guided support processes.
- Partner with stakeholders to gather requirements and translate business needs into scalable Salesforce solutions.
- Support the onboarding of new products, teams, and operational workflows into Service Cloud.
- Recommend improvements to case management, support operations, customer communications, and internal workflows.

### Customer Portal / Experience Cloud Ownership
- Own the design, administration, and continued evolution of the Salesforce customer community portal.
- Manage customer-facing portal functionality, access, navigation, content visibility, case submission, documentation access, asset tracking, communications, and support updates.
- Design new portal features as customer and business needs evolve.
- Partner with support and customer-facing teams to improve how customers engage with support teams and access relevant information.
- Ensure portal functionality aligns with internal support workflows, security requirements, and customer experience goals.

### Reporting, Dashboards, and Data
- Build and maintain reports and dashboards for support operations, case performance, shipping workflows, maintenance activity, sustainment metrics, asset-related support, and executive visibility.
- Define and maintain key metrics, reporting structures, data standards, and dashboard requirements.
- Support data quality, data cleanup, imports, exports, and ongoing data governance.
- Partner with stakeholders to improve visibility into support trends, case volume, response performance, customer engagement, and operational bottlenecks.

### Roadmap and Stakeholder Management
- Own and maintain the roadmap for Salesforce Service Cloud and Experience Cloud enhancements.
- Prioritize system requests in partnership with business, IT, support, and operational stakeholders.
- Document requirements, configuration decisions, process designs, and release notes.
- Train users and create documentation for new features, workflows, reports, and portal capabilities.
- Coordinate with external Salesforce consultants, developers, or implementation partners when larger technical projects require additional support.
- Serve as the bridge between business teams and technical resources for Salesforce-related initiatives.

## Required qualifications
- 5+ years of hands-on Salesforce administration, business systems, CRM, or support-platform experience.
- Strong experience administering and configuring Salesforce Service Cloud.
- Experience with case management, queues, routing, escalation rules, assignment rules, record types, page layouts, and Lightning pages.
- Experience building Salesforce automation using Flow.
- Experience creating Salesforce reports and dashboards.
- Experience managing users, permissions, roles, profiles, permission sets, and sharing settings.
- Ability to gather business requirements and translate them into scalable Salesforce solutions.
- Strong understanding of Salesforce configuration best practices.
- Experience supporting multiple teams, business units, or product lines within a single Salesforce environment.
- Strong communication skills and ability to work with technical and non-technical stakeholders.
- Ability to independently manage priorities, troubleshoot issues, and drive platform improvements.
- U.S. citizenship required due to potential access to CUI, ITAR-controlled technical data, export-controlled information, and customer/program-restricted information.

## Preferred qualifications
- Experience with Salesforce Experience Cloud, Customer Community, or customer portal administration.
- Experience supporting support operations, maintenance, sustainment, logistics, shipping, asset tracking, field support, or RMA-related workflows.
- Experience with Salesforce Knowledge, Entitlements, Milestones, SLAs, Macros, Omni-Channel, or Digital Engagement.
- Experience designing customer-facing portal experiences.
- Experience with Salesforce data governance and reporting strategy.
- Experience working with external Salesforce implementation partners or developers.
- Familiarity with Apex, Lightning Web Components, APIs, integrations, or the ability to manage technical Salesforce development work.
- Experience in aerospace, defense, manufacturing, hardware, robotics, logistics, or complex technical product environments.

## Preferred certifications
- Salesforce Administrator
- Salesforce Advanced Administrator
- Salesforce Platform App Builder
- Salesforce Service Cloud Consultant
- Salesforce Experience Cloud Consultant
- Salesforce Platform Developer I (preferred but not required)

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