Own and administer Salesforce Service Cloud and Experience Cloud for customer support workflows, portal, reporting, and integrations. Configure case management, automations, security, sandboxes, and dashboards. Partner with support, product, IT, and external partners to gather requirements, deliver enhancements, onboard products, maintain data quality, and train users while ensuring compliance with export-controlled data requirements.
Shield AI is a venture-backed defense-tech company with the mission of protecting service members and civilians with intelligent systems. Its products include Hivemind autonomy software, V-BAT and X-BAT aircraft, and Aechelon simulation and synthetic reality technologies. With offices and facilities across the U.S., Europe, the Middle East, and Asia-Pacific, Shield AI’s technology actively supports operations worldwide. For more information, visit www.shield.ai. Follow Shield AI on LinkedIn, X, Instagram, and YouTube.
We are seeking a Customer Support Systems Platform Manager to own the administration, configuration, roadmap, and continued development of our Salesforce Service Cloud environment and customer community portal.
This role will serve as the primary platform owner for systems supporting customer support, maintenance, sustainment, shipping, asset tracking, support communications, documentation access, reporting, dashboards, and case management. The ideal candidate is a hands-on Salesforce Service Cloud and Experience Cloud professional who can keep the platform running day to day while also designing and delivering new capabilities as additional products, teams, and support workflows are brought into the system.
This role will partner with support, shipping, sustainment, maintenance, product, IT, security, and program stakeholders to design scalable support processes and improve how internal teams and customers engage through Salesforce.
What you'll do:
- 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.
- 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.
- 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.
- 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.
Platform Administration
Service Cloud Design and Development
Customer Portal / Experience Cloud Ownership
Reporting, Dashboards, and Data
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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Full-time regular employee offer package:
Pay within range listed + Bonus + Benefits + Equity
Temporary employee offer package:
Pay within range listed above + temporary benefits package (applicable after 60 days of employment)
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. All offers are contingent on a cleared background and possible reference check. Military fellows and part-time employees are not eligible for benefits. Please speak to your talent acquisition representative for more information.
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Shield AI is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.
Shield AI Waltham, Massachusetts, USA Office
500 Totten Pond Road, Waltham, MA, United States, 02451
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