Manager, Technical Support Engineering

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 We re Salesforce the Customer Company inspiring the future of business with AI Data CRM Leading with our core values we help companies across every industry blaze new trails and connect with customers in a whole new way And we empower you to be a Trailblazer too driving your performance and career growth charting new paths and improving the state of the world If you believe in business as the greatest platform for change and in companies doing well and doing good you ve come to the right place A Technical Support Manager is responsible for ensuring the success of our customers by effectively managing a team of Technical Support Engineers Salesforce Product Suite Technical Experts along with associated support projects and processes This role involves handling critical customer escalations career development of individuals and project management processes Apart from day-to-day activities the candidate is expected to be involved in strategic planning to grow the team run projects of organizational importance guide mentor next cadre of leadership as per Salesforce values while being a face of organization to the wider world The candidate is expected to be independent self-motivated proactive results-oriented and able define and provide a high level of customer satisfaction through the delivery of world-class support services Location Hyderabad Bangalore Work Hours We operate 24x7 which can involve working during one of the below shifts determined as per business need and also have a non-standard work week Ex Tue - Sat Wed - Sun While we have 5 days a week it is not necessary that the weekend is Saturday and Sunday You may get your weekly off on any day of the week Mon Tue Thu Fri AMER hours Eastern Standard Time - 5 30 PM 6 30 PM IST or Pacific Standard Time 8 30 PM 9 30 PM IST onwards depending on Daylight Savings Time EMEA hours 12 00 PM 1 PM 2PM IST onwards depending on Daylight Savings Time APAC hours 5 30 AM IST onwardsWork hours are subject to change depending on Business needs Experience Skills Required Overall work-experience of 11 years Strong people management expertise of at least 6 years in technical support management roles Strong Experience in managing technical support professionals Experience with support tools and phone systems Excellent written and verbal communication skills Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience Continuously raises the bar on what defines customer service delivery Excellent situational awareness in handling objections in dynamic customer environments Leading cross-functional collaboration across global teams Self-motivated takes initiative assumes ownership and runs programs with minimal supervision Drive stakeholder engagement across peers and senior management Ability to address and effectively engage large audiences and hold their interest Strong Executive presence and excellent convincing skills ability to hold own point of view in tough conversations Provide guidance mentoring training and delegate responsibilities to managers enabling their professional growth and development Ability to successfully communicate and coordinate with departments across the organization including Sales Consulting CSM QA Program Management and Product Management Strong Escalation management experience with multiple stakeholders including customers and product teams Demonstrate strong work ethic and advanced organizational skills Ability to develop and deliver creative business solutions for complex problems Ability to attract hire and retain high-performing support professionals Ability to work on competing priorities under tight timelines and delivery pressures Analytical bent of mind to understand data and derive actionable insights Detailed Role Responsibilities We are a 24 hrs 7 days a week 365 days center and hence would need candidates who are open to work any shift based on business requirements including Saturday and or Sunday Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction employee satisfaction service levels resolution time and project deadlines Set team goals in alignment with Global Support objectives Assist direct reports in the definition and attainment of individual goals Ensure that direct reports have the resources information and processes necessary to deliver effective technical solutions to our customers Ensure the delivery of high-quality technical and soft-skills training for direct reports Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives Manage workflows and schedules for direct reports and ensure adequate workload coverage Deliver regular reports that provide qualitative and quantitative descriptions of business performance Manage key processes including FAQ analysis case reviews and customer feedback analysis Develop and maintain Support procedures and policies Advocate for customers and define ways to continually add value to the customer experience Serve as a manager mentor knowledge resource and escalation point for support agents Build credibility and trust within the support group Foster and facilitate the professional growth and development of team members Empower and install confidence in team members to enable them grow Flexibility to work in staggered shifts where weekly-offs are not Saturday and Sunday but two consecutive days from the other five weekdays Work as Duty Manager on rotation or as per business needs handling customer escalations and priority issues Take up and deliver on any other responsibilities as assigned from time to time by reporting manager support management Accommodations If you require assistance due to a disability applying for open positions please submit a request via this Posting Statement At Salesforce we believe that the business of business is to improve the state of our world Each of us has a responsibility to drive Equality in our communities and workplaces We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay employee resource groups inclusive benefits and more Learn more about Equality at and explore our company benefits at is an Equal Employment Opportunity and Affirmative Action Employer Qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender perception or identity national origin age marital status protected veteran status or disability status does not accept unsolicited 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