Manager, Support Engineer – Onward, Managed Services

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Supervise all support cases to ensure technical and troubleshooting precision.

• Assume responsibility for support tickets and troubleshoot as necessary.

• Handle escalated support cases and collaborate with cross-functional teams to pinpoint and solve intricate issues.

• Provide timely and precise status updates regarding cases, projects, and tasks as required.

• Effectively communicate any concerns or issues and escalate them to the appropriate stakeholders.

• Anticipate and proactively tackle potential challenges before they escalate into client problems.

• Manage customer expectations and experiences to achieve high levels of customer satisfaction.

• Create and maintain technical documentation for both internal and external use.

• Identify opportunities to enhance the customer experience and boost customer satisfaction.

• Participate in severity one incidents and on-call rotations for after-hours support as required.

• Oversee the on-call rotation for the entire team.

• Collaborate on initiatives within the NeuraFlash Onward Support Team, including development and product management, to determine and prioritize enhancements to the Salesforce platform.

• Take comprehensive and accurate notes during meetings and follow up on any assigned action items.

• Proactively seek opportunities to learn and develop new skills while staying informed about industry best practices and trends.

⛳️ Requirements

• Prior experience in managing a team of 3-5 members.

• At least 5 years of experience as a Salesforce.com Administrator, Salesforce Support Engineer, or Salesforce Consultant.

• Salesforce Administrator 201 certification is mandatory.

• Strong understanding of Salesforce.com best practices and functionalities.

• Capability to troubleshoot custom flows, validation rules, data issues, and complex Salesforce configurations.

• Assist developers in resolving issues related to APIs, Apex, Visualforce, and other Salesforce features' implementation.

• Serve as a subject matter expert, offering technical guidance to team members and clients.

• Keep up to date with new Salesforce features and evaluate their impact on client environments.

• Fulfill any additional certification requirements as necessary for the role or as mandated by NeuraFlash.

• Maintain awareness of certification requirements and renew certifications as required.

• Proven ability to comprehend and articulate complex requirements to customers, team members, and senior leadership.

• Exceptional communication, presentation, and writing abilities.

• Capacity to work under pressure and meet project deadlines.

• Ability to swiftly adapt to changes and provide support for Severity 1 and Severity 2 tickets.

• Comfort with leading the team through the resolution of complex high-severity issues.

• Experience with AWS, particularly Amazon Connect and/or Cloud Watch, is a plus.

• Familiarity with Waterfall and Agile project management methodologies is advantageous.

• Comfortable offering guidance and feedback to direct reports.

🏝️ Benefits

• Remote & In-Person: Whether you are based in our HQ in Massachusetts, one of our regional hubs, or among the majority of NeuraFlash, Part of Accenture Family working remotely, we prioritize keeping everyone connected and unified as one team.

• Travel: Prepare for some travel! For specific roles, travel is an exciting aspect of the job, with an anticipated commitment of up to 25%. If you enjoy adventure and are open to exploring new places while making a positive impact on clients, this opportunity could be for you.

• Flexibility: Need to take your dog to the vet, pick up kids from school, or fetch the in-laws from the airport? We understand that a perfect 9-5 schedule isn’t always feasible. If you need to step out for any of these, go ahead! We foster a culture of trust and understanding, valuing the quality of work over the hours spent.

• Collaboration: Your voice matters! In a team of smart individuals like ours, it’s essential to consider suggestions and feedback on how to keep NeuraFlash, Part of Accenture thriving. Our executive team regularly holds town halls and company meetings to address any inquiries or suggestions, regardless of their scale.

• Celebrate Often: We take our work seriously but not ourselves. From arm wrestling contests to costume parties and ugly holiday sweaters, our teams love to have fun. While we work diligently, we also make it a point to celebrate both significant and minor achievements together.