Software Engineer, Principal - Salesforce

We’re looking for a Salesforce Technical Lead to join our Enterprise Applications and Data team. In this role, you will lead the design, development, support, and evolution of applications that power our Customer Success, Technical Support and Customer Experience operations. This is a hands-on technical role focused on Salesforce Service Cloud, Experience Cloud, enterprise integrations, knowledge management and AI-enabled customer support solutions. The ideal candidate will be equally comfortable leading technical delivery, developing solutions, troubleshooting complex issues, and partnering with business stakeholders to continuously improve customer and support experiences.

A successful candidate must be highly self-sufficient, capable of quickly understanding complex business processes, reverse-engineering existing applications, identifying technical dependencies, and delivering scalable solutions with minimal supervision.

In this role you will:

• Lead the technical design, development, deployment, and support of Salesforce Service Cloud and Experience Cloud solutions.
• Design and implement customer-facing experiences including support portals, knowledge bases, case management workflows and digital engagement capabilities.
• Develop custom Salesforce solutions using Apex, Lightning Web Components (LWC), Flow, SOQL, Platform Events, Salesforce APIs, and related technologies.
• Lead technical delivery initiatives from requirements through deployment and production support leveraging AI-assisted engineering tools to improve software quality, testing, troubleshooting, documentation, and developer productivity.
• Evaluate and implement Salesforce AI capabilities including Agentforce, Einstein, and other AI-powered customer support solutions where they provide measurable business value.
• Design and support integrations between Salesforce, Gainsight, Coveo and other enterprise applications.
• Partner with architects to evaluate solution designs, identify risks, recommend implementation approaches, and ensure platform scalability.
• Reverse engineer existing applications, integrations, data models, and business processes to understand system behavior and technical constraints.
• Troubleshoot and resolve complex production issues across Salesforce, managed packages, integrations, automation, and external systems.
• Drive adoption of engineering best practices including code reviews, test automation, secure development, and platform governance.
• Mentor developers and administrators through technical leadership, coaching, and knowledge sharing.
• Support modern DevOps practices including source control, CI/CD pipelines, deployment automation, release management, and environment strategy.
• Collaborate with Product Owners, Business Analysts, Support Operations, Security, Data Engineering, and Architecture teams to deliver high-quality business outcomes.

• 10+ years of Salesforce experience supporting enterprise-scale environments with complex business processes and integrations.
• 3+ years leading technical delivery teams or acting as a Salesforce Technical Lead.
• Strong hands-on experience with Apex, Lightning Web Components (LWC), Flow, SOQL, Salesforce APIs, integration patterns, and platform development.
• Deep expertise in Salesforce Service Cloud including Case Management, Omni-Channel, Entitlements, Knowledge, SLAs, Email-to-Case, and Digital Engagement.
• Strong experience with Salesforce Experience Cloud including partner, customer, and self-service portals.
• AI-first engineering mindset and interest in responsibly leveraging AI to improve engineering productivity and business outcomes.
• Experience designing and supporting integrations between Salesforce and enterprise applications.
• Experience troubleshooting and resolving complex production issues across Salesforce and integrated platforms.
• Experience with CI/CD methodologies, deployment automation, and DevOps best practices.
• Experience supporting customer support operations, customer success processes, case management, and knowledge management solutions.
• Experience with Gainsight and Coveo is a plus.
• Ability to quickly understand unfamiliar applications, business processes, and integrations with minimal guidance.
• Strong technical leadership skills with the ability to influence design decisions while remaining hands-on with implementation.
• Familiarity with Agile delivery methodologies, Jira, GitHub, Copado, Salesforce DX, and modern software engineering practices.
• Bachelor’s degree in a related field or equivalent practical experience.

Nice to Have:

• Experience with Salesforce Sales Cloud.
• Experience with Salesforce CPQ and Quote-to-Cash processes.
• Salesforce Platform Developer I or II
• Salesforce Application Architect or System Architect certification

Soft Skills:

• Strong customer-centric mindset with a passion for improving customer experience and support outcomes.
• Strong communication skills with the ability to work effectively across technical and non-technical audiences.
• Ownership, accountability, and follow-through.
• Collaborative mindset and ability to work effectively across Product, Customer Success, Support, Engineering, Security, Architecture, and business teams.
• Integrity, transparency, and sound judgment when managing technical risk and change.

• Competitive remuneration package
• Employee Stock Purchase Plan Enrolment

Vacation, Family, and Health

• 30 days of earned leave
• An extra day off for your birthday
• Various other leaves like marriage leave, casual leave, maternity leave, and paternity leave
• Premium Group Medical Insurance for employees and five dependents, personal accident insurance coverage, and life insurance coverage
• Professional development reimbursement
• Interest subsidy on loans - either vehicle or personal loans.

We are Progress (Nasdaq: PRGS) - the trusted provider of software that enables our customers to develop, deploy and manage responsible, AI-powered applications and experience with agility and ease.