Lead Support Engineer

Customertimes — US-based service IT company that specializes in consulting, development, integration, and support of the cloud solutions based on Salesforce, Heroku, MS SharePoint, and other platforms.
Currently, we are looking for a Lead Support Engineer to join our team.

Job Responsibilities:
- Lead the Salesforce support team, providing Tier 2/3 support, and be responsible for all technical aspects of the teamwork.
- Demonstrate technical development skills such as the ability to scope the technical portion of projects in ongoing support phase and estimate resource requirements.
- Take the lead to investigate and resolve complex and all high priority issues.
- Participate in maintenance and support services including error correction, preventive maintenance, enhancements, and On-Demand work requests.
- Promote self-learning organization and motivate the support team to enhance their technical knowledge and skills.
- Work with our management team to establish suitable processes to support administrative, development, and change management activities
- Develop support documentation: manuals, instructions, Lessons learned, etc.

Requirements:
- Tech Lead will be required to have extensive experience in Salesforce or any top-CRM platforms functionality, technology, implementation, and/or development methodology.
-Minimum 3+ years of direct experience in software development and/or CRM management and administration.
- Experience managing a technical team.
- Proven track record and experience of supporting high availability solutions in business-critical environments.
- Experience of working to ITIL processes or ITIL qualification.
- Experience with pharma/retail/CPG processes preferred.
- Strong client-facing communication and business analytical skills.
- Strong problem-solving skills matched with the ability to articulate solutions to other team members.
- Ability to inspire and mentor.
- Demonstrated ability to switch between different types of projects, meet deadlines, handle and prioritize simultaneous requests.
- English: Upper Intermediate and higher. Additional languages will be an advantage.

About Customertimes

Customertimes — US-based service IT company that specializes in consulting, development, integration, and support of the cloud solutions based on Salesforce, Heroku, MS SharePoint, and other platforms.

We deliver cutting-edge technologies and services to our client in Pharma, Life Science, CPG, Finances, etc. Our project teams develop the digital solutions that can force and improve the health care in different countries, upgrade the business processes in retail trade, add the new options to the industry of digital entertainment.

Company website:
customertimes.com

DOU company page:
https://jobs.dou.ua/companies/ctdev/