Principal System Administrator ( Salesforce Service Cloud)

We are seeking a Principal System Administrator to own and evolve the systems that power a complex, engineer-led support organization. 
This role is the primary owner of Salesforce Service Cloud for Support, responsible for ensuring the system accurately reflects how complex technical issues are diagnosed and resolved—not forcing workflows that oversimplify the work. 
Unlike traditional admin roles focused on ticketing efficiency, this role emphasizes designing systems that support nuanced, non-linear workflows, while maintaining clarity, usability, and data integrity. 
This role will partner closely with Support Operations, IT (Salesforce Sales admins), Product, and Engineering, and will play a key role in implementing AI-enabled capabilities in a thoughtful, controlled way. 
This role reports to the Customer Operations leader.