TL;DR

Manager Support Engineer (Managed Services): Oversee and manage technical support cases and teams for Salesforce and AI-powered solutions with an accent on troubleshooting complex issues, customer satisfaction, and team leadership. Focus on managing escalations, cross-functional collaboration, and maintaining high-quality support in a remote US-based environment.

Location: Remote - United States

Company

NeuraFlash, part of Accenture, is a leader in AI and Salesforce innovation, specializing in generative AI and AI agents with a focus on Agentforce and Amazon Connect integrations.

What you will do

  • Oversee and take ownership of technical support cases and troubleshooting accuracy.
  • Manage escalated support cases and collaborate with cross-functional teams to resolve complex issues.
  • Provide timely status updates and communicate issues to stakeholders.
  • Manage on-call rotations and participate in severity one support.
  • Develop and maintain technical documentation and improve customer experience.
  • Collaborate on support team initiatives and prioritize Salesforce platform improvements.

Requirements

  • Location: Must be based in the United States with availability for preferred shift hours aligned to US time zones.
  • Minimum 5 years experience as Salesforce Administrator, Support Engineer, or Consultant with Salesforce Administrator 201 certification required.
  • Experience managing a team of 3-5 members and providing technical guidance.
  • Strong knowledge of Salesforce best practices, debugging custom flows, APIs, Apex, and Visualforce.
  • Excellent communication skills and ability to handle high severity issues under pressure.
  • AWS experience, especially Amazon Connect and Cloud Watch, is a plus.

Culture & Benefits

  • Flexible remote and in-person work options with a focus on team connectivity.
  • Travel opportunities up to 25% for client engagements.
  • Flexible work hours supporting work-life balance.
  • Collaborative environment with open communication and feedback culture.
  • Regular team celebrations and social events.