Job Title: Support Delivery Lead / Technical Lead Location: Toronto, ON Work Mode: Onsite Employment Type: Full-Time Experience: 8 10 Years Job Description: Own L2/L3 production support for Salesforce platforms including Sales Cloud, Service Cloud, Experience Cloud, and related applications Act as the primary escalation point for critical P1/P2 production incidents Lead incident triage, troubleshooting, resolution, stakeholder communication, and SLA adherence Coordinate on-call support schedules and production support rotations across technical teams Perform root cause analysis for recurring and major incidents and drive permanent corrective actions Maintain problem records, track remediation activities, and identify systemic platform issues Support production deployments, release validation, change management, and production readiness reviews Coordinate with Development, QA, Dev

Ops, and business teams during releases and production changes Review change requests and ensure appropriate rollback plans and post-deployment validation are in place Monitor Salesforce platform health, integrations, system performance, and data integrity Troubleshoot Salesforce Apex, Flows,



Validation Rules, integrations, REST/SOAP APIs, and middleware issues Support Salesforce security administration including profiles, permission sets, access controls, and security standards Ensure Salesforce solutions follow platform best practices, governance standards, security requirements, and compliance policies Act as a bridge between business stakeholders, IT teams, Salesforce teams, and external partners Provide transparent and timely status updates during incidents, outages, releases, and service-impacting events Mentor and guide support analysts, Salesforce administrators, and junior technical team members Drive continuous improvement across support processes, monitoring, alerting, automation, and operational efficiency Maintain runbooks, SOPs, knowledge articles, technical documentation, and operational procedures Support audits, compliance activities, governance reviews, and Salesforce platform standards Copado experience is mandatory , with hands-on experience supporting Salesforce release and deployment processes

📌 Support Delivery Lead / Technical Lead (Toronto)
🏢 AceStack
📍 Toronto