Position: Lead Support Engineer
Company: CustomerTimes. Corp
Category: Support
Experience required: 3y
English level: upper

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.