Shield AI

Customer Support Systems Platform Manager (R5349)

Dallas, Texas · Part-time

No sponsorship$110k-$170kDetected 1 day ago

Cloud PlatformsStakeholder ManagementSalesforceCRMLogisticsRecruitingCustomer SupportRoboticsCommunication

About the role

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.
Manage sandbox environments, configuration changes, release documentation, and user support.
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.

Experience with case management, queues, routing, escalation rules, assignment rules, record types, page layouts, and Lightning pages.
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.
U.S. citizenship required due to potential access to CUI, ITAR-controlled technical data, export-controlled information, and customer/program-restricted information.

Experience with Salesforce Experience Cloud, Customer Community, or customer portal administration.
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 in aerospace, defense, manufacturing, hardware, robotics, logistics, or complex technical product environments.
Preferred certifications:
Full-time regular employee offer package:
Temporary employee offer package:

Salary compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location.

Pay within range listed + Bonus + Benefits + Equity
Maintain the health, usability, security model, and data quality of the Salesforce support environment.

Founded in 2015, Shield AI is a venture-backed defense-tech company with the mission of protecting service members and civilians with intelligent systems.
With offices and facilities across the U.S., Europe, the Middle East, and Asia-Pacific, Shield AI's technology actively supports operations worldwide.
Partner with support and customer-facing teams to improve how customers engage with support teams and access relevant information.

citizenship required due to potential access to CUI, ITAR-controlled technical data, export-controlled information, and customer/program-restricted information

This listing is sourced directly from Shield AI's careers page and normalized into a canonical job model.