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

- **Company:** Salesforce Inc.
- **Location:** United States (Remote available)
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Cloud Computing, Data Integration, Runbook, Salesforce.Com, Software Engineering, Enterprise Software Applications, Mttr, Data Management
- **Published:** July 30, 2026
- **Apply:** https://www.jobmonkeyjobs.com/career/27889739/Senior-Principal-Swarm-Lead-Informatica-Mdm-Pim-P360-C360-Experience-Mandatory-Any-Bangalore-7447

## About the Role

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

## Description

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


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