Salesforce Support Engineer, Onward

**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.

**Summary**:
**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 Onward 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
- Ability to communicate technical best practices to customers
- Possess and maintain current Salesforce certifications and knowledge
- Meet any additional certification requirements as needed for the role or as required by NeuraFlash
- Stay up to date on certification requirements and renew certifications as needed

**24x7 On-Call Requirements**:

- On-call shifts- 2 weekends per month - 10:00 AM-10:00 PM COT
- 1 week per month - 8:00 PM - 2:30 AM COT
- Respond to notifications of Severity 1 and Severity 2 cases within SLA requirements
- Initiate contact with customers on Severity 1 and Severity 2 cases to understand the issue and begin troubleshooting

**QUALIFICATIONS**:

- Minimum of 2 years of Customer Service Experience
- Excellent understanding of the Salesforce platform, with the ability to build custom apps and objects, formula fields, flows, custom views, and other content of intermediate complexity
- Experience working with Salesforce development: Apex Code (Triggers, Controllers and Batch classes), Visualforce pages, Web Service APIs, and the Lightning Platform (Aura /LWC framework), triggers, SOQL, and SOSL is preferred
- Experience with Service Cloud Voice is preferred
- Experience with Amazon Connect and CloudWatch is a plus
- A demonstrated ability to understand and articulate complex requirements is a plus
- Proven interest in Technology, consulting, and Salesforce
- Familiarity with Waterfall & Agile project management methodologies is a plus
- Excellent communication, presentation, and writing skills
- Ability to work under pressure and meet project deadlines
- Proficiency in object-oriented database principles, Microsoft Excel data manipulation, GSuite products (Gmail, Google Calendar, Google Docs, Sheets, Slides, etc.)
- Salesforce Certified Administrator is required (ADM201)
- Salesforce Service Cloud Consultant is preferred (CRT261)
- Four-Year college degree or related technical degree

**What's it like to be a