Aquiva - Salesforce Support Lead

Aquiva and Hapi · Argentina · posted today ago

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engineering

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About this role

Location: Argentina, Uruguay, or Colombia — fully remote

Team: Aquiva Engineering

Type: Full-time

English: C1 — you are the client's single point of contact

About the role

You will own the end-to-end support operation for a Salesforce managed-services account, with a support team reporting to you from day one.

That means owning the process, not just the queue: work delivered professionally, a client who always knows where things stand, and a support system that gets smarter over time instead of just staying afloat. It is a leadership role, and you will still step into execution when the team needs it.

What you'll do

Own the queue and the SLAs. Triage by complexity and priority, catch what is at risk of breaching, and coordinate to resolve it.
Be the quality gate. Every client-facing message goes out technically sound and professional.
Govern scope and billing. Nothing starts without being scoped, estimated, and approved. Report hours worked against hours approved, so the client gets no surprises.
Be the single point of contact. Priorities, status, risks, and a weekly queue-health report.
Build the team and the knowledge base. Lead and mentor the L1/L2 bench, hand execution over to them, and attack root causes instead of symptoms.

Must-have

3+ years in Salesforce delivery, support, or administration, owning a client relationship.
Salesforce knowledge on the configuration side: objects, automation, permissions, data model, releases. Not a developer, but able to scope work and challenge an estimate.
Hands-on experience with a ticketing platform and SLA management.
Demonstrated process ownership. You have written the process, not just followed it.
Excellent written English and the confidence to be the client's single point of contact.

Nice to have

Salesforce certifications: Administrator, Advanced Administrator, Platform App Builder, Business Analyst
Consultancy or managed-services experience, including billable scope and utilization governance
Experience leading a small delivery team
Release management in a managed-package or multi-org context