Salesforce Support Engineer

Position Overview

The Salesforce Support Engineer will work to respond to customer needs effectively and efficiently. This individual acts as a point of contact to coordinate and escalate to resolve customer-impacting incidents and questions. Strategically focused and responsible for customer satisfaction, maintaining customer communication, and overall customer relationship management during the lifecycle of a raised incident. This position requires a passion for problem-solving, a sense of urgency, understanding of the Salesforce application, and learning new concepts. We are building a best-in-class technical support team to handle 24x7x365 issues for our clients. Through handling incoming chats, emails, and cases from our existing customers, we provide support for Severity 1 and Severity 2 issues impacting critical operations.

Why NeuraFlash:

At NeuraFlash, we are redefining the future of business through the power of AI and groundbreaking technologies like Agentforce. As a trusted leader in AI, Amazon, and Salesforce innovation, we craft intelligent solutions—integrating Salesforce Einstein, Service Cloud Voice, Amazon Connect, Agentforce and more—to revolutionize workflows, elevate customer experiences, and deliver tangible results. From conversational AI to predictive analytics, we empower organizations to stay ahead in an ever-evolving digital landscape with cutting-edge, tailored strategies.

We are proud to be creating the future of generative AI and AI agents. Salesforce has launched Agentforce, and NeuraFlash was selected as the only partner for the private beta prior to launch. Post-launch, we’ve earned the distinction of being Salesforce’s #1 partner for Agentforce, reinforcing our role as pioneers in this transformative space.

Be part of the NeuraFlash journey and help shape the next wave 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 outcomes. Whether you're developing advanced AI-powered bots, streamlining business operations, or building solutions using the latest generative AI technologies, your work will drive innovation at scale. If you’re ready to make your mark in the AI space, NeuraFlash is the place for you.

Responsibilities:

As a Support Engineer, you will have the opportunity to:

• Resolve customer service issues and skillfully manage complex customer service problems.
• Manage customers' expectations and experience in a way that results in high customer satisfaction.
• Provide timely and accurate status updates on cases, projects, and tasks as needed.
• Anticipate and proactively address potential issues before they become problems for clients.
• Identify and propose solutions to improve the efficiency and effectiveness of the support team and processes.
• Collaborate on NeuraFlash's Managed Services Support Team initiatives such as development and product management, to identify and prioritize improvements to the Salesforce platform.
• Stay up to date on new Salesforce features and updates and assess their impact on clients' environments.
• Communicate effectively with clients and internal stakeholders to gather requirements, provide status updates, and present technical solutions.
• Take thorough and accurate notes during meetings and follow up on any action items assigned.
• Clearly communicate any issues or concerns raised during meetings to relevant stakeholders.
• Contribute to continuous improvement efforts to optimize support processes and reduce resolution time.
• Develop and maintain technical documentation for internal and external use.
• Seek out opportunities to improve the customer experience and increase customer satisfaction.
• Take initiative to learn and develop new skills and stay up to date on industry best practices and trends.
• Assist developers to troubleshoot issues such as APIs, Apex, Visualforce, and implementation of other salesforce.com.

Requirements:

• Ability to communicate effectively with clients and internal stakeholders.
• Passion for problem-solving and a sense of urgency.
• Understanding of the Salesforce application.
• Willingness to learn new concepts.

Employment Type:

• [Employment Type not specified]

Salary:

• [Salary not specified]

Location Type:

• [Location Type not specified]