Senior Principal Swarm Lead (Informatica MDM, PIM, P360, C360 experience mandatory)

The Senior Principal Swarm Lead is a senior individual contributor role within the Technical Support Engineering organization, responsible for driving complex, cross-functional technical escalations through a swarm-based support model. You will be the technical anchor for critical customer issues, collaborating with engineering, product, and support teams to ensure swift, high-quality resolutions., Senior Principal swarm lead sessions for Sev1/Sev2 escalations, coordinating across support, engineering, and product teams Act as the primary technical point of contact for strategic and enterprise customers during critical incidents Drive root cause analysis (RCA) and ensure preventive action plans are documented and followed through Mentor and coach senior support engineers on troubleshooting methodologies and customer communication Collaborate with Product and Engineering to identify recurring issues, influence product improvements, and close knowledge gaps Develop and maintain internal knowledge base articles, runbooks, and best practices for swarm resolution Track and report on swarm KPIs - mean time to resolve (MTTR), escalation trends, and customer satisfaction outcomes Contribute to hiring, onboarding, and capability building within the swarm team

10+ years of experience in technical support, professional services, or software engineering Deep expertise in data integration, MDM, or cloud data management platforms (Informatica experience a strong plus) Proven track record of managing high-severity customer escalations in an enterprise SaaS environment Strong understanding of cloud infrastructure, APIs, and enterprise software architectures Excellent communication skills - able to interface confidently with C-level stakeholders and engineering leadership Experience working in a swarm or war-room style support model

Preferred Qualifications

Experience with Informatica CDGC, MDM, or PowerCenter Prior experience in a lead or principal-level support engineering role Familiarity with Salesforce platform and ecosystem

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword - it’s a way of life. The world of work as we know it is changing and we’re looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce’s core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.