Manager, Salesforce Applications Support (Salesforce)

Location: Mexico City, Mexico; hybrid work model

Company

hirify.global provides trusted content, software, data, and technology solutions for professionals and institutions across legal, tax, accounting, compliance, government, and media.

What you will do

• Lead a global technology support team responsible for Salesforce and other enterprise applications.
• Deliver reliable 24x7 infrastructure and application operations, including incident detection and resolution, escalation handling, change planning, and service compliance.
• Partner with development teams, product owners, business stakeholders, and project management on operational readiness, application roadmaps, and service improvements.
• Drive reliability, productivity, software quality, SLA performance, metrics, documentation, and process improvements.
• Lead complex initiatives such as large-scale upgrades and collaborate with security, data center, and service governance teams on compliance.
• Coach and mentor staff, participate in budgeting, and promote responsible AI-enabled tools for triage, analysis, documentation, decision support, and continuous improvement.

Requirements

• 7+ years of experience in software development and/or technology infrastructure and operations, including 3+ years in a leadership role.
• Bachelor’s degree or equivalent required; Computer Science or a related technical degree preferred.
• Fluent spoken and written English required.
• Experience managing distributed application systems and data center infrastructure, with CRM core knowledge and Salesforce architecture, Sales Cloud, and Service Cloud experience.
• Experience supporting Salesforce and Order Capture (CPQ) applications.
• Strong hands-on Salesforce administration and technical knowledge covering configuration, customization, automation, data management, and technical troubleshooting.
• Knowledge of DevOps processes, releases, and deployments using Copado, GitHub, or comparable platforms.
• Experience supporting modern application architectures and cloud infrastructure, including JavaScript frameworks and libraries, HTML, CSS, JavaScript, Node.js, TypeScript, jQuery, Docker, AWS, or Azure.
• Leadership, stakeholder management, team development, coaching, performance management, conflict resolution, prioritization, and resource allocation skills.
• Experience in technical support or service management, including incident management, escalations, customer-facing support operations, IT service management, and standards.
• Strong customer service, problem-solving, organizational, communication, presentation, documentation, troubleshooting, critical-thinking, and collaborative skills.
• Experience driving projects and initiatives with ambiguous requirements and balancing operational needs with strategic goals.
• Knowledge and experience with AI, with openness to continued learning and responsible use of AI-enabled capabilities in Salesforce support operations.

Nice to have

• Certinia knowledge.
• ITIL certification.
• Computer Science or related technical degree.

Culture & Benefits

• Flexible hybrid work environment for office-based roles.
• Work from anywhere for up to 8 weeks per year, alongside flexible work-life balance policies.
• Flexible vacation, two company-wide Mental Health Days, Headspace access, retirement savings, tuition reimbursement, incentive programs, and wellbeing resources.
• Continuous learning and career development through Grow My Way programming and skills-first development.
• Two paid volunteer days annually and opportunities for pro-bono consulting and ESG initiatives.
• Inclusive, collaborative culture focused on customer impact, learning, innovation, and belonging.