Production Technical Support Lead

At Accellor, we are a trusted digital transformation partner that uses best-of-breed Cloud technology to deliver superior customer engagement and business effectiveness for clients.  

We’ve created an atmosphere that encourages curiosity, constant learning, and persistence. We encourage our employees to grow and explore their interests. We cultivate an environment of collaboration, autonomy, and delegation – we know our people have a strong work ethic and a sense of pride and ownership over their work. They are passionate, eager, and motivated – focused on building the perfect solution but never losing sight of the bigger picture. 

We are seeking a highly capable and proactive Production Support Lead to build and manage our internal support function. This individual will be responsible for designing and implementing support processes, tools, and systems that allow users to raise and track tickets efficiently. The role will oversee a small but growing support team, ensuring high-quality Level 1 and Level 2 support while serving as a liaison between users and the development team for code-related production issues.  

Key Responsibilities: 

• Establish and own the end-to-end support function, including ticketing systems, workflows, SLAs, and escalation paths 

• Lead and mentor a support team, including offshore team members 

• Serve as the primary point of contact for escalated technical support issues and drive resolution in collaboration with the development team 

• Collaborate with cross-functional stakeholders to understand business needs and tailor support solutions accordingly 

• Ensure documentation, runbooks, and user guides are created and maintained for common support issues 

• Monitor key support metrics (response time, resolution time, ticket volume, etc.) and continuously optimize processes 

• Utilize Salesforce for ticketing, knowledge base, and support analytics 

Requirements

• 5+ years of experience in technical support, with at least 2 years in a leadership or team lead role 

• Strong hands-on experience with Salesforce, specifically Sales Cloud and Revenue Cloud, including troubleshooting, workflows, and configuration 

• Strong experience working with or administering Salesforce, including setting up ticketing and case management workflows 

• Proven ability to build support processes and scale teams in fast-paced, high-growth environments 

• Experience managing L1/L2 support teams and working closely with development teams for production issue resolution 

• Excellent problem-solving skills, with strong communication and stakeholder management capabilities 

• Experience working with offshore teams is a plus 

• Familiarity with ITIL frameworks or other support best practices is a bonus