Manager, Support Engineer (Salesforce)

TL;DR

Manager, Support Engineer (Salesforce): Overseeing support cases and technical troubleshooting for AI-powered Salesforce solutions with an accent on technical accuracy and customer satisfaction. Focus on managing escalated cases, guiding a team of engineers through complex debugging, and optimizing the Salesforce platform.

Location: Remote (Must be based in Colombia)

Company

hirify.global is a leader in AI and Salesforce innovation, specializing in the development of generative AI and AI agents using Agentforce.

What you will do

• Oversee all support cases to ensure technical and troubleshooting accuracy.
• Manage escalated support cases and collaborate with cross-functional teams to resolve complex issues.
• Provide technical guidance to team members and act as a subject matter expert for clients.
• Manage the on-call rotation for the support team and ensure high customer satisfaction.
• Develop and maintain technical documentation for both internal and external use.
• Collaborate with product management to identify and prioritize improvements to the Salesforce platform.

Requirements

• Must be based in Colombia.
• Previous experience managing a team of 3-5 people.
• Minimum 5 years of experience as a Salesforce.com Administrator, Support Engineer, or Consultant.
• Salesforce Administrator 201 certification is required.
• Ability to debug custom flows, validation rules, and complex Salesforce builds.
• Proficiency in assisting developers with APIs, Apex, and Visualforce.

Nice to have

• Experience with AWS, specifically Amazon Connect and/or Cloud Watch.
• Familiarity with Waterfall and Agile project management methodologies.

Culture & Benefits

• Remote-first environment with a focus on trust, flexibility, and connectivity.
• Results-oriented culture that values output over strict 9-5 hours.
• Collaborative atmosphere with open access to the executive team through town halls.
• Occasional travel opportunities (up to 25%) for certain project needs.
• Vibrant team culture featuring frequent celebrations and social events.