Remote Salesforce Production Support Lead

Insight Global is seeking a Salesforce Production Support Lead. This individual will be responsible for maintaining and supporting a highly complex Salesforce platform that manages the provider lifecycle, including provider onboarding, credentialing, contracting, network participation, and provider data management. This is a hands-on technical leadership role requiring deep expertise in Apex, Lightning Web Components, Salesforce Flow, and enterprise integration troubleshooting.

The ideal candidate has experience supporting large-scale Salesforce production environments, leading incident resolution efforts, mentoring support teams, and working directly with business stakeholders. This person will serve as the go-to escalation point for critical issues, coordinate with offshore resources and integration teams, drive root cause analysis efforts, and help ensure platform stability and performance. Healthcare payer experience is strongly preferred, particularly within provider operations, Health Cloud, or provider network management environments. This is an excellent opportunity for a senior Salesforce professional who enjoys a blend of technical leadership, production support, development, and stakeholder engagement.

• Serve as the primary technical escalation point for Salesforce production issues

• Troubleshoot complex incidents and drive resolutions across integrated systems

• Lead Tier 4 production support activities

• Handle approximately 20-30 support tickets weekly

• Perform root cause analysis and implement long-term solutions

• Work closely with product owners, stakeholders, and end users

• Educate business users on training materials and system functionality when issues stem from process or adoption gaps

• Coordinate with offshore teams during production support and release activities

• Support Salesforce maintenance, enhancements, and release deployments

• Collaborate with integration teams supporting DataStage, Appian, APIs, databases, and other connected platforms

• Monitor platform performance and identify opportunities for optimization

• Partner with training and business teams when process documentation needs updates

• Ensure issues move efficiently through resolution and remain visible to stakeholders

• 8+ years of Salesforce experience

• Strong hands-on Salesforce development experience:

o Apex

o Lightning Web Components (LWC)

o Salesforce Flow

o SOQL

• Salesforce Production Support experience

o Live production incident management

o Troubleshooting and defect resolution

o Root Cause Analysis (RCA)

• Experience serving as a technical lead, escalation point, or mentor

• Strong integration troubleshooting experience

• Experience coordinating with offshore support teams

• Excellent communication and stakeholder management skills

• Ability to work directly with product owners, business users, and technical teams

• Experience supporting enterprise-scale Salesforce environments * Healthcare payer industry experience

• Salesforce Health Cloud experience

• Provider Network Management (PNM) experience

• Experience supporting provider lifecycle platforms:

o Provider onboarding

o Credentialing

o Contracting

o Provider network participation

o Provider data maintenance

• Experience troubleshooting integrations with:

o SQL databases

o ETL tools (DataStage, Informatica, SSIS)

o APIs

o .NET applications