Manager, Support Engineer (Onward/ Managed Services)

NeuraFlash, Part of Accenture

3d•Remote

About The Position

At NeuraFlash, Part of Accenture, we are redefining the future of business through the power of AI and groundbreaking technologies like Agentforce. As a trusted leader in AI, Amazon, and Salesforce innovation, we craft intelligent solutions—integrating Salesforce Einstein, Service Cloud Voice, Amazon Connect, Agentforce and more—to revolutionize workflows, elevate customer experiences, and deliver tangible results. From conversational AI to predictive analytics, we empower organizations to stay ahead in an ever-evolving digital landscape with cutting-edge, tailored strategies. We are proud to be creating the future of generative AI and AI agents. Salesforce has launched Agentforce, and NeuraFlash, Part of Accenture, was selected as the only partner for the private beta prior to launch. Post-launch, we’ve earned the distinction of being Salesforce’s #1 partner for Agentforce, reinforcing our role as pioneers in this transformative space. Be part of the NeuraFlash, Part of Accenture journey and help shape the next wave of AI-powered transformation. Here, you’ll collaborate with trailblazing experts who are passionate about pushing boundaries and leveraging technologies like Agentforce to create impactful customer outcomes. Whether you're developing advanced AI-powered bots, streamlining business operations, or building solutions using the latest generative AI technologies, your work will drive innovation at scale. If you’re ready to make your mark in the AI space, NeuraFlash, Part of Accenture is the place for you.

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

Nice To Haves

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

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