About Me

I am a Technical Leader and Platform Architect specializing in scalable support systems, enterprise integrations, and developer enablement. I drive architectural clarity and platform adoption across multiple engineering teams, particularly in building AI-driven support experiences and enforcing robust, reusable solutions that scale reliably in complex enterprise environments.


My recent work focuses on the Unified Support Platform (USP) and Slack-based support experiences at Salesforce, where I combine architecture, governance, and hands-on engineering to build systems that scale — not just features that ship.






    Awards
  • Award of Appreciation 2018
  • Employee of the Quarter Apr-Jun 2017
  • Employee of the Quarter Jan-Mar 2016
  • Employee of the year 2014
  • Employee of the Quarter Oct- Dec 2013

Experience

Apr 2021 – Present

Salesforce, Vancouver
Lead Member of Technical Staff (LMTS) – Unified Support Platform (USP) (promoted from SMTS, Jul 2025)
  • Lead USP evolution: onboard multiple engineering teams onto a shared platform; architectural gatekeeper for triggers, record types, and automation.
  • Drive Slack-native support UX: AI triage, automated case creation, Service Cloud actions (Transfer, Priority).
  • Engineering Agent (Go): scalable design patterns, centralized business logic; Scrum Lead for forecast accuracy and delivery predictability.

Oct 2019 – Apr 2021

Salesforce, Vancouver
System Analyst (SRE/DevOps)

Platform health, tooling, and automation; GUS API integration; reduced MTTA/MTTR with alerts and playbooks.

Jun 2013 – Aug 2019

Xlpat / TT Consultants, Mohali
Software Engineer → Senior Software Engineer

Product and platform engineering for patent tools (XLPAT) and in-house ERP (XLPLAT); security, DevOps, ISMS (ISO 27001).

Nov 2009 – Apr 2010

TCIL-IT, Chandigarh
Network Trainer (IT)

Education

Master's Degree - 2013

Thapar University

Master of Computer Application

Bachelor's Degree - 2009

Punjab Technical University

Bachelor of Computer Application

TCIL Certified Network Expert 2009

TCIL-IT, Chandigarh

Grade A+

Skills

  • Platform & product: Salesforce (Service Cloud, USP), Slack Platform, Go, Python, GUS API
  • AI & tooling: AI triage and support workflows; Agentforce, Claude, Cursor
  • Leadership: Architecture and platform governance; cross-team enablement; Scrum and delivery
  • Operations: Docker, Jenkins, monitoring (Zabbix, Splunk), cloud and on-prem

Apps

Angular

Internet Speed Test

Django

Permanent Residence Days Tracker

Contact

Vancouver , Canada

E-mail : nihit.malhotra@gmail.com

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