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Role Description

This role offers the opportunity to lead a high-performing support engineering team focused on delivering exceptional service and technical solutions to clients. The Manager will oversee the end-to-end support lifecycle, ensuring timely resolution of complex technical issues while fostering team growth and collaboration.

• Serve as the escalation point for challenging cases.
• Provide mentorship to engineers and maintain high standards of operational excellence.
• Combine hands-on troubleshooting with strategic leadership.
• Influence processes, drive improvements, and enhance overall customer satisfaction.
• Manage on-call rotations and collaborate cross-functionally with product, development, and service teams to optimize support workflows.

Qualifications

• Minimum 5 years of experience as a Salesforce Administrator, Support Engineer, or Consultant, with Salesforce Administrator 201 certification required.
• Prior experience managing a small support or technical team (3–5 members).
• Strong technical expertise in Salesforce, including debugging flows, validation rules, data issues, and complex builds.
• Knowledge of Salesforce integrations, APIs, Apex, Visualforce, and other platform features.
• Excellent communication, presentation, and documentation skills.
• Ability to handle high-pressure situations and provide guidance on Severity 1 and 2 issues.
• Familiarity with AWS services (Amazon Connect, CloudWatch) and Agile/Waterfall methodologies is a plus.
• Commitment to continuous learning and staying current with industry best practices and platform updates.

Requirements

• Oversee and manage all support cases, ensuring accurate troubleshooting and timely resolution of client issues.
• Lead, coach, and mentor a team of 3–5 support engineers, fostering professional growth and high performance.
• Serve as the escalation point for complex technical issues, collaborating with cross-functional teams to resolve challenges.
• Maintain and improve internal and external technical documentation for support processes and solutions.
• Manage on-call rotations and provide hands-on support during high-severity incidents.
• Proactively identify opportunities to enhance the customer experience and drive continuous process improvements.
• Communicate effectively with stakeholders, providing updates on cases, projects, and team performance.

Benefits

• Competitive salary and performance-based incentives.
• Flexible, fully remote work environment with support for work-life balance.
• Opportunities for professional development and training in Salesforce and AI technologies.
• Health, dental, and vision coverage.
• Paid time off and flexible scheduling options.
• Collaborative, innovative team culture with regular recognition and celebration of achievements.
• Exposure to cutting-edge AI and automation technologies, including Salesforce Agentforce.