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Manager, Support Engineer (Onward/ Managed Services)

11 hours, 30 minutes ago
Colombia
Full-time
Lead
Technical Support Engineer
Project and Program Management
Agile AWS Generative AI Salesforce Salesforce Apex
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NeuraFlash

NeuraFlash

NeuraFlash specializes in providing custom AI business solutions by integrating Salesforce's Success Platform with artificial intelligence and machine learning, enhancing customer experiences through consulting, UX design, and implementation services a...

IT Services
251-1K
Founded 2016
View All Jobs 86

Description

  • Oversee all support cases for technical accuracy and troubleshooting quality.
  • Own support tickets and troubleshoot issues as needed.
  • Manage escalated support cases and coordinate with cross-functional teams to resolve complex problems.
  • Provide timely status updates on cases, projects, and tasks.
  • Communicate issues and concerns to relevant stakeholders.
  • Anticipate and proactively address potential client issues before they escalate.
  • Manage customer expectations and improve customer satisfaction.
  • Develop and maintain technical documentation for internal and external use.
  • Participate in severity one support and after-hours on-call rotation as needed.
  • Manage the team’s on-call rotation and support team-wide initiatives to improve the Salesforce platform.
  • Take detailed meeting notes and follow up on assigned action items.
  • Lead team members through debugging complex high-severity issues and provide technical guidance.

Requirements

  • Previous experience managing a team of 3-5 people.
  • Minimum 5 years of experience as a Salesforce.com Administrator, Salesforce Support Engineer, or Salesforce Consultant.
  • Salesforce Administrator 201 certification is required.
  • Strong understanding of Salesforce.com best practices and functionality.
  • Ability to debug custom flows, validation rules, data issues, and complex Salesforce builds.
  • Ability to assist developers with troubleshooting APIs, Apex, Visualforce, and other Salesforce features.
  • Experience acting as a subject matter expert for team members and clients.
  • Ability to understand and articulate complex requirements to customers, team members, and senior leadership.
  • Excellent communication, presentation, and writing skills.
  • Ability to work under pressure, meet project deadlines, and quickly switch context for Severity 1 and Severity 2 tickets.
  • Comfort leading teams through debugging complex high-severity issues.
  • AWS experience, especially with Amazon Connect and/or CloudWatch, is a plus.
  • Familiarity with Waterfall and Agile project management methodologies is a plus.
  • Ability to provide guidance and feedback to direct reports.
  • Ability to maintain and renew required certifications as needed.

Benefits

  • Remote, in-person, and hybrid work options are available.
  • Flexible work culture that values outcomes over strict hours.
  • Up to 25% travel for certain roles.
  • Opportunities to collaborate closely with executive leadership and contribute ideas.
  • A connected team environment across HQ, regional hubs, and remote employees.
  • A culture that encourages recognition, celebration, and team engagement.

Interested in this position?

Apply directly on the company website

Apply Now

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