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

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Job Category

Customer Success

Job Details

About Salesforce

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Job Title: Senior Principal Swarm Lead
Location: India (Bangalore / Hyderabad - Remote)
 

About the Role

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.
 

Key Responsibilities

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

Required Qualifications

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

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

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