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Role Description

AS A MANAGER, SUPPORT ENGINEER (MANAGED SERVICES), YOU WILL HAVE THE OPPORTUNITY TO:

• 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 to identify and resolve complex issues
• Provide timely and accurate status updates on cases, projects, and tasks as needed
• Clearly communicate any issues or concerns and raise it to relevant stakeholders
• Anticipate and proactively address potential issues before they become problems for clients
• Manage customers' expectations and experience in a way that results in high customer satisfaction
• Develop and maintain technical documentation for internal and external use
• Seek out opportunities to improve the customer experience and increase customer satisfaction
• Participate in severity one and on-call rotation for after-hours support as needed
• Manage the on-call rotation for the entire team
• Collaborate on NeuraFlash Onward Support Team initiatives such as development and product management, to identify and prioritize improvements to the Salesforce platform
• Take thorough and accurate notes during meetings and follow up on any action items assigned
• Take the initiative to learn and develop new skills and stay up to date on industry best practices and trends

Qualifications

• 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 is required
• Excellent understanding of Salesforce.com best practices and functionality
• Ability to debug custom flows, validation rules, data issues, and complex Salesforce builds
• Assist developers to troubleshoot issues such as APIs, Apex, Visualforce, and implementation of other Salesforce features
• Act as a subject matter expert and provide technical guidance to team members and clients
• Stay up to date on new Salesforce features and assess their impact on clients' environments
• Meet any additional certification requirements as needed for the role or as required by NeuraFlash
• Stay up to date on certification requirements and renew certifications as needed
• A demonstrated ability to understand and articulate complex requirements with customers, team members, and senior leadership
• Excellent communication, presentation, and writing skills
• Ability to work under pressure and meet project deadlines
• Ability to quickly context change and provide assistance for Severity 1 and Severity 2 tickets
• Comfortability with leading the team through debugging complex high severity issues
• AWS experience, specifically Amazon Connect and/or Cloud Watch is a plus
• Familiarity with Waterfall & Agile project management methodologies is a plus
• Comfortable providing guidance and feedback to your direct reports

Requirements

• Preferred Shift:
  • 11AM - 8PM Eastern
  • 10AM - 7PM Colombia
  • 10AM - 7PM Central
  • 9AM - 6PM Mountain
  • 8AM - 5PM Pacific

Benefits

• Remote & In-Person: Focused on keeping everyone connected and unified as one team.
• Travel: Anticipated travel commitment of up to 25% for certain roles.
• Flexibility: Culture of trust and understanding regarding work hours.
• Collaboration: Opportunities for suggestions and feedback to keep the company thriving.
• Celebrate Often: A culture that values fun and celebration of achievements.