Manager, Support Engineer (Onward/ Managed Services)

NeuraFlash, Part of Accenture

9d•Hybrid

About The Position

NeuraFlash, Part of Accenture, is a leader in AI, Amazon, and Salesforce innovation, specializing in intelligent solutions that integrate Salesforce Einstein, Service Cloud Voice, Amazon Connect, and Agentforce to transform workflows and enhance customer experiences. The company is at the forefront of generative AI and AI agents, being Salesforce's #1 partner for Agentforce. As a Manager, Support Engineer (Managed Services), you will join a team dedicated to pushing boundaries and leveraging cutting-edge technologies to deliver impactful customer outcomes, driving innovation in the AI space.

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

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

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