Manager, Support Engineer (Onward/ Managed Services)
Manager, Support Engineer (Onward/ Managed Services) Remote - United StatesOverview NeuraFlash, Part of Accenture, is redefining the future of business through AI and technologies like Agentforce. We craft intelligent solutions by integrating Salesforce Einstein, Service Cloud Voice, Amazon Connect, Agentforce and more to revolutionize workflows and elevate customer experiences. This role supports our Onward/Managed Services practice with a focus on high-quality technical support and customer outcomes.AS A MANAGER, SUPPORT ENGINEER (MANAGED SERVICES), YOU WILL HAVE THE OPPORTUNITY TO: Oversee all support cases for technical and troubleshooting accuracyTake ownership of support tickets and troubleshoot when neededManage escalated support cases and work with cross-functional teams to identify and resolve complex issuesProvide timely and accurate status updates on cases, projects, and tasks as neededClearly communicate any issues or concerns and raise them to relevant stakeholdersAnticipate and proactively address potential issues before they become problems for clientsManage customers' expectations and experience to achieve high customer satisfactionDevelop and maintain technical documentation for internal and external useSeek opportunities to improve the customer experience and increase satisfactionParticipate in severity one and on-call rotation for after-hours support as neededManage the on-call rotation for the entire teamCollaborate on NeuraFlash Onward Support Team initiatives such as development and product management to identify and prioritize improvements to the Salesforce platformTake thorough and accurate notes during meetings and follow up on action itemsLearn and develop new skills and stay up to date on industry best practices and trendsQUALIFICATIONS:Experience leading a team of 3-5Minimum 5 years of experience as a Salesforce.com Administrator, Salesforce Support Engineer, or Salesforce ConsultantSalesforce Administrator 201 certification is requiredExcellent understanding of Salesforce best practices and functionalityAbility to debug custom flows, validation rules, data issues, and complex Salesforce buildsAbility to assist developers to troubleshoot APIs, Apex, Visualforce, and other Salesforce featuresAct as a subject matter expert and provide technical guidance to team members and clientsStay up to date on new Salesforce features and assess their impact on clients' environmentsMeet any additional certification requirements as needed for the role or as required by NeuraFlashMaintain up-to-date certifications as requiredAbility to understand and articulate complex requirements with customers, team members, and senior leadershipExcellent communication, presentation, and writing skillsAbility to work under pressure and meet deadlinesAbility to adapt quickly to changing contexts and support Severity 1 and Severity 2 ticketsComfort leading the team through debugging of complex high-severity issuesAWS experience, specifically Amazon Connect and/or CloudWatch is a plusFamiliarity with Waterfall and Agile methodologies is a plusComfortable providing guidance and feedback to direct reportsPreferred Shift 11AM - 8PM Eastern10AM - 7PM Colombia10AM - 7PM Central9AM - 6PM Mountain8AM - 5PM PacificEqual Employment Opportunity We believe in equal employment opportunities and do not discriminate on the basis of age, race, creed, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other characteristic protected by law. We are committed to diversity and inclusion and to providing a respectful workplace.#J-18808-Ljbffr