# Senior Manager, Technical Support Engineering

**Company**: Salesforce
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Ireland---Dublin/Senior-Manager--Technical-Support-Engineering---Industries-Cloud-Support_JR363889?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_334a5489-11d

## Description

As a Senior Manager in Technical Support Engineering at Salesforce, you will lead, empower, and support a high-performing team of Technical Support Engineers. 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.

## Responsibilities

- 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 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

## Requirements

- 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

## Nice to Have

- 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

## Benefits

Salesforce offers various benefits and resources to support employees in finding balance and being their best selves.

## About Salesforce

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.

## Skills

### Required
- Technical Support Engineering
- Cloud Platforms
- AI-driven Tools
- Leadership
- Communication

### Nice to have
- Salesforce Industries Cloud
- Cloud certifications
- Operational management

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Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Ireland---Dublin/Senior-Manager--Technical-Support-Engineering---Industries-Cloud-Support_JR363889?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)