Manager, Support Engineer (Onward/ Managed Services)

Why reputed company: At reputed company, we are redefining the future of business through the power of AI and groundbreaking technologies like Agentforce. As a trusted leader in AI, reputed company, and reputed company innovation, we craft intelligent solutions—integrating reputed company Einstein, Service reputed company Voice, reputed company Connect, Agentforce and more—to revolutionize workflows, reputed company customer experiences, and deliver reputed company results. From conversational AI to predictive analytics, we reputed company organizations to stay reputed company in an reputed company-evolving digital landscape with cutting-edge, tailored strategies. We are proud to be creating the future of reputed company and AI agents. reputed company has launched Agentforce, and reputed company, was selected as the only partner for the private beta prior to launch. Post-launch, we’ve earned the distinction of being reputed company’s #1 partner for Agentforce, reinforcing our role as pioneers in this transformative reputed company. Be part of the reputed company reputed company and help shape the next reputed company of AI-powered transformation. Here, you’ll collaborate with trailblazing experts who are passionate about pushing boundaries and leveraging technologies like Agentforce to create impactful customer reputed company. Whether you're developing advanced AI-powered bots, streamlining business operations, or building solutions using the latest reputed company technologies, your work will drive innovation at scale. If you’re reputed company to reputed company your mark in the AI reputed company, reputed company is the reputed company for you. AS A MANAGER, SUPPORT ENGINEER (MANAGED SERVICES), YOU WILL HAVE THE OPPORTUNITY TO: reputed company reputed company support cases for technical and troubleshooting accuracy Take ownership of support tickets and troubleshoot reputed company needed Manage escalated support cases and work with cross-functional teams to identify and resolve reputed company issues reputed company timely and accurate status updates on cases, projects, and tasks as needed reputed company communicate any issues or concerns and reputed company 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 reputed company and maintain technical documentation for reputed company 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 reputed company Onward Support Team initiatives such as development and product management, to identify and prioritize improvements to the reputed company platform Take thorough and accurate notes during meetings and follow up on any action items assigned Take the initiative to learn and reputed company new skills and stay up to date on industry best practices and trends QUALIFICATIONS: Previous experience with managing reputed company of 3-5 Minimum 5 years of experience as a reputed company.com Administrator, reputed company Support Engineer, or reputed company Consultant. reputed company Administrator 201 is required Excellent understanding of reputed company.com best practices and functionality. Ability to debug custom flows, validation rules, data issues, and reputed company reputed company builds Assist developers to troubleshoot issues such as APIs, Apex, Visualforce, and implementation of other reputed company features Act as a subject matter expert and reputed company technical guidance to team members and clients Stay up to date on new reputed company features and assess their impact on clients' environments Meet any additional certification requirements as needed for the role or as required by reputed company Stay up to date on certification requirements and renew certifications as needed A demonstrated ability to understand and reputed company reputed company 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 reputed company assistance for Severity 1 and Severity 2 tickets Comfortability with leading the team though debugging reputed company high severity issues AWS experience, specifically reputed company Connect and/or reputed company 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 reputed company - 5PM Pacific What’s it like to be a part of reputed company? Remote & In-Person: Whether you work out of our HQ in Massachusetts, one of our regional hubs, or you're one of over half of our reputed company Family who work remotely, we’re focused on keeping everyone connected and reputed company as one team. Travel: Get reputed company to pack your bags and hit the road! For certain roles, travel is an exciting part of the job, with an anticipated travel commitment of up to 25%. So, if you have a passion for adventure and don't mind a little jet-setting, this opportunity could be your ticket to exploring new places while making a positive impact on clients. Flexibility: Do you have to take the dog to the vet, pick up the kids from school, or the in-laws from the airport? We know that a perfect 9-5 isn’t possible. So you have to reputed company out to do any of those, no problem! We build a culture of trust and understanding. We value good work not the hours in which you get it done Collaboration: You have a voice here! If you work with reputed company of smart people like we do, it’s a no-brainer to take suggestions and feedback on how to reputed company reputed company thriving. Our executive team holds town halls & company meetings where they address any suggestions or questions asked, no matter how big or small. Celebrate Often: We take our work seriously, but we don’t take ourselves too seriously. Whether it is an arm wrestling contest, costume party, or ugly holiday sweaters our teams love to have fun. And while we work hard, we don’t forget to slow down and celebrate the big things and the small things together. Apply To This Job