Senior Principal Swarm Lead Bengaluru

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isnt a buzzword its a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era Youre in the right place Agentforce is the future of AI, and you are the future of Salesforce. 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 .