Manager, Support Engineer
New
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NeuraFlash, Part of AccentureAI / Managed Services
Remote - United States; shift preferences include Colombia time, 11AM - 8PM ET, 10AM - 7PM COT, 10AM - 7PM CT, 9AM - 6PM MT, 8AM - 5PM PTFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- Minimum 5 years
- Required Skills
- AWSSalesforceRESTful APIsTroubleshootingTeam managementCustomer Success
Requirements
- Previous experience with managing a team of 3-5
- Minimum 5 years of experience as a Salesforce.com Administrator, Salesforce Support Engineer, or Salesforce Consultant
- Salesforce Administrator 201 certification required
- Excellent understanding of Salesforce.com best practices
- Ability to debug custom flows, validation rules, data issues, and complex builds
- Assist developers to troubleshoot issues such as APIs, Apex, and Visualforce
- Ability to provide technical guidance to team members and clients
- Strong communication, presentation, and writing skills
- Ability to work under pressure and meet project deadlines
Responsibilities
- Oversee all support cases for technical and troubleshooting accuracy
- Take ownership of support tickets and troubleshoot when needed
- Manage escalated support cases and work with cross-functional teams
- Provide timely and accurate status updates
- Anticipate and proactively address potential client issues
- Manage customer expectations and experience
- Develop and maintain technical documentation
- Participate in and manage the on-call rotation
- Collaborate on Onward Support Team initiatives
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