Tech Support Coordinator (Remote) (Position located in São Paulo, Brazil) is hiring a Salesforce Delivery Manager (Channel/Portal Squad) (Remote)

KnowBe4 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and humans. The KnowBe4 Platform provides attack simulation and training, collaboration security, and agent security powered by AIDA (Artificial Intelligence Defense Agents) and a proprietary Risk Score. The platform leverages 15-years of behavioral data to combat advanced threats including social engineering, prompt injection, and shadow AI. By securing humans and agents, KnowBe4 leads the industry in workforce trust and defense. The Salesforce Delivery Manager is the primary solution owner for their assigned domain, including systems, processes, integrations, and data architecture. This role is responsible for driving the end-to-end delivery of Salesforce initiatives by facilitating team operations, managing the backlog, and ensuring a sustainable development pace. The Delivery Manager bridges the gap between business requirements and technical execution while shielding the team from external disruptions. This role ensures that solutions are delivered on time, within scope, and adhere to high standards of architectural integrity and platform stability. Responsibilities: Project Ownership & Planning - Primary Solution Owner: Take ownership of the domain’s systems, processes, integrations, and data architecture. - Team Facilitation: Lead daily stand-ups and sprint planning sessions to establish clear goals for the team. - Backlog Orchestration: Coordinate backlog refinement with Product Owners to ensure work is ready for development. - Forecasting: Establish realistic commitments and provide accurate delivery timelines for stakeholders. Performance & Metrics Analysis - Efficiency Tracking: Analyze velocity, capacity, and throughput metrics to measure squad performance. - Trend Monitoring: Monitor sprint burndown charts and release burnup trends to identify delivery patterns. - Sustainable Pace: Balance the team’s workload to ensure a healthy, sustainable output without burnout. Stakeholder & Team Communication - Review & Demo: Organize and facilitate sprint reviews and demos to showcase progress to stakeholders. - Continuous Improvement: Lead retrospectives to identify and implement process enhancements. - Strategic Liaison: Serve as the primary point of contact for progress, risks, and issues. - Priority Negotiation: Build trusted relationships with business partners to align technical execution with business priorities. Defect Management - Identify, document, and track software defects using appropriate tools - Analyze and document bugs and errors discovered during testing phases - Provide clear, detailed reproduction steps and supporting evidence for identified issues - Collaborate with developers to ensure timely resolution of issues - Perform root cause analysis on critical bugs to prevent recurrence Cross-Platform Testing - Test integrations between systems to ensure data consistency, data flow, and functionality - Verify end-to-end business processes that span multiple systems - Rapidly gain understanding of business workflows to provide meaningful QA feedback Reporting and Documentation - Prepare detailed test reports and quality metrics for stakeholders - Maintain up-to-date test documentation, including test cases and procedures - Report test results in a clear, concise manner for both technical and non-technical stakeholders - Develop comprehensive test plans that align with business requirements Collaboration - Work closely with developers, business analysts, and product owners to understand requirements and ensure quality throughout the development lifecycle - Participate in sprint planning, daily stand-ups, backlog refinement, and retrospectives as appropriate - Work closely with teams to resolve identified issues Risk & Process Management - Blocker Removal: Proactively identify and remove technical or procedural impediments. - Team Shielding: Protect the team from disruptions and unnecessary context-switching to maintain focus. - Risk Mitigation: Identify project risks and potential bottlenecks early in the delivery cycle. - Process Advocacy: Champion DevOps, and automation initiatives to improve delivery quality. - Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight Qualifications: - Bachelor’s Degree in information technology, related field or equivalent experience - Minimum 5 Years of applicable Experience as a Salesforce Administrator for the Sales Cloud - Minimum 2 Years of management experience - Minimum 2 Years Experience with Database Data Management - Experience with Gmail and Google Docs - Experience with MS Office (Word and Excel) - Experience with web browsers (Chrome, Internet Explorer, etc.) - Salesforce Configuration: Proficiency in Salesforce workflow, flow, process builder, reports, dashboards, and other configuration. - Data Management: Experience with Salesforce Dataloader. - Development Lifecycle: SDLC/Copado experience (a plus). - Communication: Strong verbal and written communication skills; ability to communicate effectively at all organizational levels. - Soft Skills: Excellent time management and organization skills. - Problem-Solving: Creative and analytical thinker with strong problem-solving abilities