# Technical Support Manager - Level 2 (Salesforce) **Company**: Thomson Reuters **Location**: Mexico City **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Category**: IT **Industry**: Technology **Apply**: https://thomsonreuters.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/Mexico-Mexico-City/Manager--Salesforce-Applications-Support_JREQ200784?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_19847667-141 ## Description We are seeking a Technical Support Manager - Level 2 (Salesforce) to lead a high-performing team of talented specialists who provide world-class support for Commercial Engineering. Responsibilities: - Provide leadership and direction for a global technology team that operates across many Thomson Reuters applications. - Deliver reliable 24x7 infrastructure and application operations according to business expectations across the application portfolio. - Partner with application development teams to deliver operational readiness for new applications and features. - Collaborate with stakeholders such as business teams, product owners, and project management in defining roadmaps for applications and processes. - Be a key contributor to the Service Management leadership team. - Drive continual service improvement and innovation in productivity, software quality, and reliability, including meeting/exceeding SLAs. - Responsible for developing, monitoring and analyzing business operational and technical key metrics. - Effectively articulate complex problems, concepts, and solutions to varied audiences. - Contribute to the strategy of the department and drive implementation of department goals that support the company’s core values. - Lead complex initiatives such as large-scale upgrades. - Partner with security, data center, and service governance teams to deliver compliance with internal and external standards, expectations, and certifications. - Ensure documentation, processes, and procedures are updated regularly. - Act as an escalation point for staff and internal customers. Participate in the budgeting process. - Provide coaching and mentoring to staff. - Foster a continuous learning culture and a curiosity about emerging technologies. Requirements: - 7+ Years of experience in software development and/or technology infrastructure and operations with 3+ years of experience in a leadership role. - Bachelor's degree or equivalent required; Computer Science or related technical degree preferred. - Fluent in speaking and writing English. - Proven ability to set direction and inspire team members to engage and successfully deliver on a vision. - Broad understanding of the technologies used to build and operate distributed application systems including experience managing data center systems/infrastructure: CRM core knowledge, salesforce architecture, sales & service cloud. - Knowledge/Experience in supporting Salesforce and Order Capture (CPQ) applications. Certinia knowledge is a plus. - Strong hands-on Salesforce admin & technical knowledge, including platform configuration, customization, automation, and data management, with the ability to dive deep into technical issues and provide guidance to the team. - Knowledge/Experience on DevOps processes, releases and deployments w Copado, GitHub, or any other platforms. - Experience in supporting applications built on modern application architecture and cloud infrastructure. Javascript frameworks and Libraries, HTML/CSS/JS, Node.JS, TypeScript, jQuery, Docker, AWS/Azure. - Demonstrated leadership and stakeholder management skills, with a proven track record of managing and developing high-performing teams. Ability to lead with a strong sense of urgency, effectively prioritize workloads, and allocate resources efficiently to meet business demands. - Ability to thrive in a high-demand business environment, making sound and timely decisions around competing priorities while balancing short-term operational needs with long-term strategic goals. - Effective team management skills, including coaching, performance management, conflict resolution, and fostering a collaborative and accountable team culture. - Proven experience in technical support or service management roles, with a deep understanding of incident management, escalation handling, and customer-facing support operations. - Proven track record of success driving projects and initiatives even with ambiguous details provided. - Strong customer service, problem solving, organizational and conflict management skills. - Strong IT Service Management and standards experience. - Excellent critical thinking, communication, presentation, documentation, troubleshooting, and collaborative problem-solving skills. - A management style that is collaborative, energetic, and results oriented. - Comfortable in a fast-paced environment and motivated by complex technical and business challenges. - Knowledge/Experience on AI is expected, with openness to continue learning and growing. Teams are expected to leverage AI‑enabled capabilities to improve efficiency, quality, and consistency of Salesforce support operations. - ITIL Certification preferred. Benefits: - Hybrid Work Model: We’ve adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected. - Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. - Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. - Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing. - Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. - Social Impact: Make an impact in your community with our Social Impact Institute. ## Skills ### Required - Salesforce - CRM - Cloud Infrastructure - DevOps - JavaScript - HTML/CSS/JS - Node.JS - TypeScript - jQuery - Docker - AWS/Azure - IT Service Management ### Nice to have - Certinia - Copado - GitHub - AI --- Source: [Apply at thomsonreuters.wd5.myworkdayjobs.com](https://thomsonreuters.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/Mexico-Mexico-City/Manager--Salesforce-Applications-Support_JREQ200784?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)