Customer Support Systems Platform Manager (R5349

Shield AI is a venture-backed defense-tech company with the mission of protecting service members and civilians with intelligent systems. Its products include Hivemind autonomy software, V-BAT and X-BAT aircraft, and Aechelon simulation and synthetic reality technologies. With offices and facilities across the U.S., Europe, the Middle East, and Asia-Pacific, Shield AI’s technology actively supports operations worldwide. For more information, visit (Use the "Apply for this Job" box below). Follow Shield AI on Linked In, X, Instagram, and You Tube.

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.

Platform Administration

• 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.

Service Cloud Design and Development

• 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.

Customer Portal / Experience Cloud Ownership

• 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.

Reporting, Dashboards, and Data

• 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.

• 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,…