Manager Support Engineer (Managed Services)

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

hirify.global, 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.