Manager, Support Engineer; Onward​/Managed Services

Manager, Support Engineer (Onward/ Managed Services)

Remote - United States

Neura Flash, 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.

• 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 them to relevant stakeholders
• Anticipate and proactively address potential issues before they become problems for clients
• Manage customers' expectations and experience to achieve high customer satisfaction
• Develop and maintain technical documentation for internal and external use
• Seek opportunities to improve the customer experience and increase 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 Neura Flash 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 action items
• Learn and develop new skills and stay up to date on industry best practices and trends

QUALIFICATIONS:

• Experience leading a team of 3-5
• Minimum 5 years of experience as a  Administrator, Salesforce Support Engineer, or Salesforce Consultant
• Salesforce Administrator 201 certification is required
• Excellent understanding of Salesforce best practices and functionality
• Ability to debug custom flows, validation rules, data issues, and complex Salesforce builds
• Ability to assist developers to troubleshoot APIs, Apex, Visualforce, and 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 Neura Flash
• Maintain up-to-date certifications as required
• 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 deadlines
• Ability to adapt quickly to changing contexts and support Severity 1 and Severity 2 tickets
• Comfort leading the team through debugging of complex high-severity issues
• AWS experience, specifically Amazon Connect and/or Cloud Watch is a plus
• Familiarity with Waterfall and Agile methodologies is a plus
• Comfortable providing guidance and feedback to direct reports

• 11AM - 8PM Eastern
• 10AM - 7PM Colombia
• 10AM - 7PM Central
• 9AM - 6PM Mountain
• 8AM - 5PM Pacific

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.