Director, Technical Support Engineering

Job Description To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era You're in the right place Agentforce is the future of AI, and you are the future of Salesforce. Reporting to the Vice President of Industries and Revenue Cloud Customer Success, the Director, Industries and Revenue Cloud Technical Support Engineering is a vital role in leading our operations. The Industries and Revenue Cloud are experiencing rapid growth, and this role is critical to ensuring we consistently provide the highest level of service to our customers while driving innovation in process and operational excellence. You will lead a team of high-performing leaders who are critical to our customers success. In this role, you will work with the VP to deliver on the strategy for customer support at scale while driving a continuously improving organization. Job Responsibilities - Own and drive Technical Support outcomes, effectiveness, and KPIs within the region by Success Plan (Signature, Premier, Standard and legacy plans). - Ensure Agentforce coverage is an integral and optimized part of the overall support strategy. - Facilitate operational improvements which streamline processes, leverage automation, eliminate inefficiencies, and enable scale. - Represent thought leadership in the global support organization. - Create an environment of innovation and continual improvement to re-imagine how we deliver Support to our customers. - Coach team members to provide customer-centric support that solves the problem, taking into account customer preferences; troubleshooting methodology, call handling skills, and proactive diagnostic techniques; and guiding customers toward self-serve support options. - Identify training topics and schedule continuing education with a focus on career development and upskilling. - Lead and manage the Technical Support team, including resource management, hiring, mentorship, and performance management, with a strong focus on people leadership. - Review and respond to customer feedback from surveys and other sources and act on feedback as needed to resolve issues permanently. - Develop strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams. - Serve as a management-level escalation and pursue each escalation as an opportunity to turn the customer around and into a promoter while solving systemic issues permanently. - Keep informed of product plans and schedule training for Technical Support. - Analyze Customer trends and adopt knowledge-centric support best practices. - Drive a close engagement with Engineering and Product teams to address customer concerns around escalation processes, response times/problem resolution, establishing SLAs, and Top Case Drivers & Enhancements. Collaborating with these key stakeholders to improve the product feedback loop is a core responsibility. Preferred Qualifications And Skills - BS or MS in Computer Science, or equivalent experience. - 8+ years experience in a technical support environment, handling highly complex software issues. - 8+ years at the management level, managing managers in addition to individual contributors, to support large enterprise customers. - Previous experience directing and maximizing the benefits of collaborating with global teams. - Practical experience managing multiple support teams, including outsourcers, with a good knowledge of all technical support functions and related engineering responsibilities. - Strong understanding of operational metrics, processes, systems, and tools for running a global Support organization. - Must be capable of dealing confidently and professionally at the executive level internally and with customers. - Proven ability to manage complex processes and drive continuous process improvement. - Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required. - Ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer satisfaction. Our Ideal Candidate - Proven track record of leading support teams and creating collaborative relationships with peers on the Support leadership team as well as Engineering, Product, Success, and Services. - Highly organized and an effective communicator and influencer. - Has a beginner's mindset; always looking for new ways to make things better and challenges the status quo. AMER timezone or EMEA timezone Unleash Your Potential When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future but to redefine what's possible for yourself, for AI, and the world. Accommodations If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form. Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.