NeuraFlash

Manager, Support Engineer (Onward/ Managed Services)

NeuraFlash • $100K — $130K *
US-AnywhereRemote in United States
Technical Services
5 - 7 years of experience
2 months ago
Job Overview by Ladders

Qualifications

  • 5-7 years of experience as a Salesforce Administrator, Support Engineer, or Consultant
  • Salesforce Administrator 201 certification required
  • Demonstrated ability to debug complex Salesforce configurations
  • Experience managing a team of 3-5 individuals
  • Strong communication and leadership skills to guide team members and clients
  • Familiarity with AWS, including Amazon Connect and Cloud Watch is a plus
  • Knowledge of Agile and Waterfall project management methodologies is desirable

Responsibilities

  • Oversee and ensure technical accuracy of support cases
  • Take ownership of troubleshooting and managing support tickets
  • Collaborate with cross-functional teams on escalated support cases
  • Provide timely updates on patient issues and project tasks
  • Anticipate potential issues and proactively address them
  • Create and maintain technical documentation for users
  • Participate in after-hours support and manage the on-call team rotation

Benefits

  • Remote and flexible working arrangements
  • Opportunity for travel (up to 25%) to engage with clients
  • A collaborative work culture that encourages feedback and contribution
  • Regular team celebrations and events to foster team spirit
  • Work-life balance focused on trust and flexibility
Full Job Description
AS A MANAGER, SUPPORT ENGINEER (MANAGED SERVICES), YOU WILL HAVE THE OPPORTUNITY TO:
  • 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

QUALIFICATIONS:
  • 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
  • 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

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

About NeuraFlash

NeuraFlash is focused on the development of Salesforce platforms with the use of artificial intelligence solutions. Its services includes consulting, user experience design and implementation, and other product development services. NeuraFlash offers implementation and integration services for Sales Cloud, Service Cloud, Field Service Lightning, Community Cloud, Intelligent Web Chat with Live Agent, 2-way SMS with LiveMessage, and Salesforce Einstein. NeuraFlash was founded by Brett Chisholm and is based in Boston, Massachusetts.

NeuraFlash Careers

Joining NeuraFlash offers a unique opportunity to be part of a dynamic team of professionals dedicated to innovation and excellence in the tech industry. NeuraFlash stands as a beacon of growth and leadership, providing unparalleled job opportunities in a company that values diversity and fosters a culture of professional development.

Explore Career Opportunities

NeuraFlash is actively hiring and offers a variety of positions that cater to different skills and career aspirations. From technical roles to marketing and sales, NeuraFlash is looking for passionate, curious, and innovative individuals ready to drive change and lead in the digital era.

Internship Programs

NeuraFlash's internship programs offer a robust platform for students and recent graduates to gain hands-on experience, enhance their skills, and understand the nuances of the tech industry. Interns at NeuraFlash are integral to the team, working on real projects that impact the company and its clients.

Professional Growth and Development

NeuraFlash is committed to the professional growth of its employees. The company offers comprehensive benefits and resources for career advancement, including professional development courses, leadership training, and certification programs. Employees at NeuraFlash enjoy the support and tools they need to advance their careers and expand their expertise.

Diversity and Inclusion

At NeuraFlash, diversity is more than just a policy; it's an integral part of the company's identity. Through diversity training and inclusive hiring practices, NeuraFlash ensures a workplace where everyone’s voice is heard and valued. This commitment to diversity fuels innovation and creativity within the team.

Networking and Community

NeuraFlash encourages its team members to engage in networking opportunities that enhance their professional relationships and career trajectories. The company hosts regular events and workshops that allow employees to connect with industry leaders and peers.

Benefits and Culture

NeuraFlash is known for its vibrant culture and comprehensive benefits package designed to support the well-being and satisfaction of its team members. Benefits at NeuraFlash include health, dental, and vision insurance, as well as flexible working conditions that help maintain a healthy work-life balance.

Applying for a Position

To apply for a position at NeuraFlash, candidates should prepare their resume to highlight relevant experience and skills. The interview process at NeuraFlash is designed to assess not only technical abilities but also cultural fit and alignment with the company’s values. Interested candidates can explore open positions and submit their applications through the NeuraFlash Jobs portal.

Stay Connected with NeuraFlash Careers

Keep up to date with the latest from NeuraFlash by following the Careers Blog. Gain insights from insiders, stay informed about new job opportunities, and get tips for your next interview or networking event.

Join NeuraFlash

Discover the exciting and rewarding career opportunities at NeuraFlash. Search for open positions that match your skills and interests, and join a team that is shaping the future of technology.

SEARCH NEURAFLASH JOBS

READ CAREERS BLOG

Learn more about NeuraFlash
Size
251 employees
Industry
Information Technology
* Ladders Estimates

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