Manager, Support Engineer (Onward/ Managed Services)

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.

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

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

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