Salesforce Technical Manager

The role of the Salesforce Technical Support Manager entails proactive management and triage of enhancements, production issues, coordination with cross-functional teams for issue resolution, reducing KTLO instances, and cultivating an exemplary Salesforce support team.

Success in this position necessitates a robust background in Salesforce, adept multitasking, analytical acumen, and the ability to excel in demanding scenarios. Collaborating closely with departments such as Sales, Marketing, Product, Customer Support, CSM, Global Enablement, Contracts, and Finance further underscores the collaborative nature of this role.

What you'll be working on: 

• Prioritizing tasks and overseeing escalation processes to management.
• Executing and managing production support issues and escalations.
• Providing root cause analysis, stakeholder communication, and nurturing stakeholder relationships.
• Cultivating, managing, and mentoring high-performing production support teams across multiple Geos.
• Formulating and tracking key metrics and targets, presenting actionable plans for target achievement, and conveying progress.
• Collaborating with product management, business stakeholders, reporting, data science, and business intelligence units to devise optimal solutions.
• Developing a support Knowledge-base.
• Monitoring system performance, reliability, security, and data integrity.
• Identifying areas for improvement through issue trends and user feedback.
• Supporting configuration and intricate customizations on the Force.com platform (e.g., Apex, triggers, Lightning Components, Lightning Web Components, Visualforce, Workflows, Objects, etc.).
• Demonstrating confidence and adeptness in interacting with executives and business leaders.
• Exhibiting a heightened sense of responsibility and ownership.

You'd be a great fit for the role if you have: 

• Preferred bachelor's degree in Computer Science or a related field.
• 4 - 6 years of experience as a Salesforce.com administrator or developer.
• A minimum of two years of management, leadership, and scalable production support team-building experience.
• Thorough functional knowledge of Salesforce Sales Cloud.
• Proficiency in Salesforce integrations, data migration, custom apps (Triggers, Apex, LWC, Objects, Flows, etc.), CPQ.
• Preferred Salesforce Advanced Administrator Certification and Salesforce Platform Developer I.
• Effective time management skills and exceptional organization.
• Comfortable meeting deadlines within a fast-paced environment.
• Strong operational and problem-solving skills with meticulous attention to detail.
• Outstanding interpersonal and communication capabilities.
• High self-motivation, a sense of mission, and organizational prowess.

The Company: Amplitude is filled with humble, life-long learners who are eager to help one another and the company succeed. Our values of growth mindset, ownership, and humility are core to the way we work: we’re tenacious in the face of challenges, we take the initiative to solve problems that drive our shared success, and we operate from a place of empathy and openness, seeking to understand many points of view. 

The Product: Amplitude is a digital analytics platform—we help companies capture data they can trust, uncover clear insights about customer behavior, and take faster action. This empowers teams to build better product experiences that drive business growth. We’re super proud of what we’ve built and continue to expand: a platform that empowers companies to thrive in the digital era.

We care about the well-being of our team: We offer competitive pay and benefits packages that reflect our commitment to the health and wellbeing of our Ampliteers.

Some of our benefit programs include:

• Excellent ​M​edical, ​D​ental and ​V​ision insurance coverages, with 100% employer-paid premiums for employee ​M​edical, ​D​ental,​ ​​​​​​​​Vision on select plans
• Flexible time off, ​p​aid holidays, and more
• Generous stipends to spend on what matters most to you, whether that’s wellness (monthly), learning and development (annual), commuter transit/parking (monthly), home office equipment (annual), and much more
• Excellent Parental benefits including​:​ 12-20 weeks of Paid Parental Leave, Carrot Fertility Benefits/Adoption/Surrogacy support, Back-up Child Care support 
• Mental health and wellness benefits including no cost employee access to Modern Health coaching & therapy Sessions and high quality physician office experience via One Medical membership (select U.S. locations only)
• Employee Stock Purchase Program​ (ESPP)​

Other fun facts about Amplitude: 

• G2: #1 product analytics solution and #3 best software product according to the 2022 G2 Best Software report.
• Business Insider: A top tech company to bet your career on.
• Fast Company: #3 most innovative enterprise company in the world.
• Amplitude went public via a direct listing in September 2021 and is now trading under the ticker AMPL. 
• Founded in 2012, Amplitude is backed by Benchmark Capital, Sequoia Capital, IVP, Battery Ventures, Y Combinator and other top tier investors.
• We’re a global and fast-growing team! We have offices in San Francisco (HQ), New York, Vancouver, Amsterdam, London, Paris, Singapore, and employees around the world.
• Our mascot is the datamonster, who loves to chow down on numbers, charts, and graphs. Nom nom.

Amplitude provides equal employment opportunities (EEO). All applicants are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

This role is eligible for equity, benefits and other forms of compensation.
Based on Colorado law, the following details are for individuals who will work for Amplitude in Colorado. Colorado salary range: $170,000 - $255,000.
Based on legislation in New York City, the following details are for individuals who will work for Amplitude in New York City. New York City salary range: $188,000 - $283,000.
Based on legislation in California, the following details are for individuals who will work for Amplitude in San Francisco Bay Area of California. Salary range: $188,000 - $283,000 total target cash.
Based on legislation in California, the following details are for individuals who will work for Amplitude in California outside of the San Francisco Bay Area. California salary range: $170,000 - $255,000.

Based on legislation in Washington state, the following details are for individuals who will work for Amplitude in Washington state. Washington salary range: $170,000 - $255,000 total target cash.

Based on legislation in Washington state, the following details are for individuals who will work for Amplitude in Washington only: unlimited PTO, 10 to 13 holidays annually (will vary), medical dental and vision PPO and CDHP plans. Finally, a company sponsored 401(k) retirement plan.

#LI-MB1