Manager, Support Engineer (Onward/ Managed Services)

NeuraFlash, Part of Accenture is a leader in AI and Salesforce innovation, focusing on redefining business through advanced technologies. As a Manager, Support Engineer, you will oversee technical support cases, manage escalated issues, and collaborate with teams to enhance customer satisfaction and experience.

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 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

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 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 though debugging complex high severity issues
• Comfortable providing guidance and feedback to your direct reports
• AWS experience, specifically Amazon Connect and/or Cloud Watch is a plus
• Familiarity with Waterfall & Agile project management methodologies is a plus