Technical Support Engineer providing frontline support for enterprise customers in the fleet mobility industry. Collaborating with product teams to resolve complex technical issues and improve product quality.
About the role
- Manager of Support Engineering role at NeuraFlash overseeing support cases and teams. Driving customer satisfaction through proactive solutions and technical guidance.
Responsibilities
- Oversee all support cases for technical and troubleshooting accuracy
- Take ownership of support tickets and troubleshoot as needed
- Manage escalated support cases and collaborate with teams to resolve issues
- Provide timely status updates on cases and projects
- Communicate issues to relevant stakeholders
- Proactively address potential issues for clients
- Manage customer expectations for satisfaction
- Develop and maintain technical documentation
- Seek opportunities to improve customer experience
- Participate in on-call rotation for support
- Collaborate on initiatives to improve Salesforce platform
- Take thorough notes during meetings and manage action items
- Initiate learning and skill development in industry best practices
Requirements
- Previous experience managing a team of 3-5
- Minimum 5 years as a Salesforce.com Administrator, Salesforce Support Engineer, or Salesforce Consultant
- Salesforce Administrator 201 certification required
- Excellent understanding of Salesforce.com best practices and functionality
- Ability to debug custom flows, validation rules, and complex Salesforce builds
- Assist developers troubleshooting APIs, Apex, Visualforce, and Salesforce features
- Act as subject matter expert providing technical guidance
- Stay updated on new Salesforce features
- Meet additional certification requirements as needed
- Excellent communication, presentation, and writing skills
- Ability to work under pressure and meet project deadlines
- Comfortable leading the team through debugging issues
- AWS experience is a plus
- Familiarity with Waterfall & Agile methodologies is a plus
Benefits
- Remote & In-Person: Work from HQ or remotely
- Travel: Up to 25% travel commitment
- Flexibility: Culture of trust and understanding
- Collaboration: Opportunities for feedback and suggestions
- Celebrate Often: Fun team activities and celebrations
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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