Senior Manager, Technical Support Engineering - Industries Cloud Support

The Experience
As a Senior Manager in Technical Support Engineering, you will lead, empower, and support a high-performing team of Technical Support Engineers (Salesforce Technical Experts). In this role, you will balance operational excellence with empathetic leadership to cultivate customer success, foster long-term career growth across your team, and thoughtfully guide our support operations into the era of the Agentic Enterprise.
You will hold end-to-end operational accountability for your direct organization while partnering closely cross-functionally to shape organizational strategy, enable AI transformation, and uphold Salesforce values as an approachable, trusted face of the organization.
What You'll Actually Be Doing
Lead and support a team of managers and engineers to achieve business objectives, including team well-being, customer satisfaction, engagement, SLAs, and resolution efficiency, through clear objectives, regular feedback, and individualized growth plans
Guide the team in adopting AI-driven tools (e.g., Agentforce, Einstein, case-triage copilots) and lead empathetic, structured change management for AI adoption and operational evolution
Partner with Senior Leadership, Product, Engineering, and Customer Success to advocate for customer needs, influence product roadmaps, and refine escalation strategies, presenting performance summaries to executive stakeholders
Serve as a supportive escalation point in critical customer situations, proactively identify operational risks and growth opportunities, and mentor and sponsor emerging talent
You're Our Person If...
12+ years of technology experience, including 3+ years in technical support management leading teams of managers and technical specialists within cloud platforms
Proven ability to manage business KPIs, optimize support operations, and translate complex technical data into human-centered business insights
Demonstrated skill managing critical customer escalations, facilitating high-severity incident bridges, and engaging executive stakeholders with calm leadership under pressure
Commitment to mentoring and coaching managers and engineers, with strong cross-functional collaboration and communication skills that build trust and psychological safety across global teams
Even Better If...
Salesforce Industries Cloud or related Cloud certifications
Generalist understanding of Salesforce Industries Cloud architecture and platform capabilities
Operational management background in a product-based environment with a focus on holistic customer experience management

Employment type
Full time