We are seeking a Customer Support Systems Platform Manager to own the administration, configuration, roadmap, and continued development of our Salesforce Service Cloud environment and customer community portal.
This role will serve as the primary platform owner for systems supporting customer support, maintenance, sustainment, shipping, asset tracking, support communications, documentation access, reporting, dashboards, and case management. The ideal candidate is a hands-on Salesforce Service Cloud and Experience Cloud professional who can keep the platform running day to day while also designing and delivering new capabilities as additional products, teams, and support workflows are brought into the system.
This role will partner with support, shipping, sustainment, maintenance, product, IT, security, and program stakeholders to design scalable support processes and improve how internal teams and customers engage through Salesforce.
What you'll do:
- Serve as the primary administrator and platform owner for Salesforce Service Cloud and Experience Cloud.
- Manage users, roles, profiles, permission sets, queues, groups, sharing settings, and access controls.
- Configure and maintain case record types, case layouts, Lightning pages, fields, validation rules, assignment rules, escalation rules, and support processes.
- Maintain the health, usability, security model, and data quality of the Salesforce support environment.
- Manage sandbox environments, configuration changes, release documentation, and user support.
- Troubleshoot issues, resolve user requests, and provide guidance to internal teams.
- Design, configure, and enhance Service Cloud functionality for support, maintenance, sustainment, shipping, and product-specific workflows.
- Build custom case management processes for different teams, products, business units, and customer support models.
- Create and maintain Salesforce Flows, automations, approval processes, notifications, routing logic, and guided support processes.
- Partner with stakeholders to gather requirements and translate business needs into scalable Salesforce solutions.
- Support the onboarding of new products, teams, and operational workflows into Service Cloud.
- Recommend improvements to case management, support operations, customer communications, and internal workflows.
- Own the design, administration, and continued evolution of the Salesforce customer community portal.
- Manage customer-facing portal functionality, access, navigation, content visibility, case submission, documentation access, asset tracking, communications, and support updates.
- Design new portal features as customer and business needs evolve.
- Partner with support and customer-facing teams to improve how customers engage with support teams and access relevant information.
- Ensure portal functionality aligns with internal support workflows, security requirements, and customer experience goals.
- Build and maintain reports and dashboards for support operations, case performance, shipping workflows, maintenance activity, sustainment metrics, asset-related support, and executive visibility.
- Define and maintain key metrics, reporting structures, data standards, and dashboard requirements.
- Support data quality, data cleanup, imports, exports, and ongoing data governance.
- Partner with stakeholders to improve visibility into support trends, case volume, response performance, customer engagement, and operational bottlenecks.
- Roadmap and Stakeholder Management
Own and maintain the roadmap for Salesforce Service Cloud and Experience Cloud enhancements. - Prioritize system requests in partnership with business, IT, support, and operational stakeholders.
- Document requirements, configuration decisions, process designs, and release notes.
- Train users and create documentation for new features, workflows, reports, and portal capabilities.
- Coordinate with external Salesforce consultants, developers, or implementation partners when larger technical projects require additional support.
- Serve as the bridge between business teams and technical resources for Salesforce-related initiatives.
Required qualifications:
- 5+ years of hands-on Salesforce administration, business systems, CRM, or support-platform experience.
- Strong experience administering and configuring Salesforce Service Cloud.
- Experience with case management, queues, routing, escalation rules, assignment rules, record types, page layouts, and Lightning pages.
- Experience building Salesforce automation using Flow.
- Experience creating Salesforce reports and dashboards.
- Experience managing users, permissions, roles, profiles, permission sets, and sharing settings.
- Ability to gather business requirements and translate them into scalable Salesforce solutions.
- Strong understanding of Salesforce configuration best practices.
- Experience supporting multiple teams, business units, or product lines within a single Salesforce environment.
- Strong communication skills and ability to work with technical and non-technical stakeholders.
- Ability to independently manage priorities, troubleshoot issues, and drive platform improvements.
- U.S. citizenship required due to potential access to CUI, ITAR-controlled technical data, export-controlled information, and customer/program-restricted information.
Preferred qualifications:
- Experience with Salesforce Experience Cloud, Customer Community, or customer portal administration.
- Experience supporting support operations, maintenance, sustainment, logistics, shipping, asset tracking, field support, or RMA-related workflows.
- Experience with Salesforce Knowledge, Entitlements, Milestones, SLAs, Macros, Omni-Channel, or Digital Engagement.
- Experience designing customer-facing portal experiences.
- Experience with Salesforce data governance and reporting strategy.
- Experience working with external Salesforce implementation partners or developers.
- Familiarity with Apex, Lightning Web Components, APIs, integrations, or the ability to manage technical Salesforce development work.
- Experience in aerospace, defense, manufacturing, hardware, robotics, logistics, or complex technical product environments.
Preferred certifications:
- Salesforce Administrator
- Salesforce Advanced Administrator
- Salesforce Platform App Builder
- Salesforce Service Cloud Consultant
- Salesforce Experience Cloud Consultant
- Salesforce Platform Developer I, preferred but not required
Skills Required
- 5+ years of hands-on Salesforce administration, business systems, CRM, or support-platform experience.
- Strong experience administering and configuring Salesforce Service Cloud.
- Experience with case management, queues, routing, escalation rules, assignment rules, record types, page layouts, and Lightning pages.
- Experience building Salesforce automation using Flow.
- Experience creating Salesforce reports and dashboards.
- Experience managing users, permissions, roles, profiles, permission sets, and sharing settings.
- Ability to gather business requirements and translate them into scalable Salesforce solutions.
- Strong understanding of Salesforce configuration best practices.
- Experience supporting multiple teams, business units, or product lines within a single Salesforce environment.
- Strong communication skills and ability to work with technical and non-technical stakeholders.
- Ability to independently manage priorities, troubleshoot issues, and drive platform improvements.
- U.S. citizenship required due to potential access to CUI, ITAR-controlled technical data, export-controlled information, and customer/program-restricted information.
- Experience with Salesforce Experience Cloud, Customer Community, or customer portal administration.
- Experience supporting support operations, maintenance, sustainment, logistics, shipping, asset tracking, field support, or RMA-related workflows.
- Experience with Salesforce Knowledge, Entitlements, Milestones, SLAs, Macros, Omni-Channel, or Digital Engagement.
- Experience designing customer-facing portal experiences.
- Experience with Salesforce data governance and reporting strategy.
- Experience working with external Salesforce implementation partners or developers.
- Familiarity with Apex, Lightning Web Components, APIs, integrations, or the ability to manage technical Salesforce development work.
- Experience in aerospace, defense, manufacturing, hardware, robotics, logistics, or complex technical product environments.
- Preferred certifications: Salesforce Administrator, Salesforce Advanced Administrator, Salesforce Platform App Builder, Salesforce Service Cloud Consultant, Salesforce Experience Cloud Consultant, Salesforce Platform Developer I.
What the Team is Saying
Shield AI Compensation & Benefits Highlights
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Healthcare Strength — Company materials describe excellent medical, dental, and vision coverage alongside a mental‑health EAP. Site perks such as an onsite gym in DC and a gym discount in San Diego support a health‑focused offering.
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Retirement Support — Careers materials highlight a 401(k) with company match as part of the standard package. A Total Rewards overview emphasizes retirement features within a broader, transparent compensation view.
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Career-Linked Recognition & Rewards — Compensation for in‑demand technical and senior go‑to‑market roles is described as competitive, with visible engineering ranges and top‑end packages. This points to meaningful upside tied to role, level, and scarce skills.
Shield AI Insights
What We Do
At Shield AI, you won't wait years to see your work reach the field. You'll build hardware and software that operates in the real world right now, in the hands of the people who depend on it. Hivemind, our AI pilot, has been flying since 2018. It has flown more than 30 platforms, including an F-16, and it now sits under a U.S. Air Force production contract for Collaborative Combat Aircraft. When you write code or shape a system here, you contribute to technology with a proven flight record and a clear production future. V-BAT flies intelligence, surveillance, and reconnaissance missions with an operational record that stretches from Ukraine to the Indo-Pacific. It delivers eyes where they matter most, in the most demanding conditions on earth. The teams behind it watch their work get tested where the stakes are real. X-BAT takes its first flight this year. It's an AI-piloted fighter that needs no runway, built to operate where traditional aircraft can't. Join now and you help shape a program at its earliest, most formative stage. That's the kind of ground-floor work that defines a career. Do the most impactful work of your life, on problems that matter. Autonomy at this level asks a lot of you. You'll take on problems in perception, planning, and control that few teams anywhere are equipped to solve. You'll work across disciplines, from aerospace and robotics to machine learning and systems engineering, alongside people who hold themselves to an exacting standard and expect the same from you. Our mission is clear: protect service members and civilians with intelligent systems. That purpose runs through every decision, every design review, and every deployment. It's why the work here carries a weight you can feel. Ready to join our mission? Explore our open roles and find where you fit.
Why Work With Us
Founded in 2015 by a former Navy SEAL, Shield AI builds AI pilots and uncrewed aircraft. Veterans aren't an afterthought here, they're at every level. It's why the work carries weight: AI pilots and uncrewed aircraft flying real missions, from Ukraine to the Indo-Pacific, protecting service members and civilians.
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Shield AI Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
