# Technical Support Manager

**Company**: Salesforce
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/India---Hyderabad/Director--Technical-Support-Engineering_JR357013?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_53df93f1-78e

## Description

Join Salesforce as a Technical Support Manager, leading a hybrid workforce of engineers and AI agents to drive customer success and innovation. You will own and drive technical support outcomes, efficiency, and KPIs within a region, facilitating operational improvements and leveraging automation and agentic AI. As a manager, you will lead a team, mentor members, and develop strategies to improve customer experience, team performance, and morale.

Responsibilities:

- Own and drive technical support outcomes, efficiency, and KPIs

- Facilitate operational improvements and leverage automation and agentic AI

- Lead a hybrid workforce of engineers and AI agents

- Mentor team members and develop their AI fluency and judgment

- Identify training topics and schedule continuing education

- Lead and manage the technical support team, including resource management, hiring, and performance management

- Review and respond to customer feedback and act on it as needed

- Develop strategies to improve customer experience, team performance, and morale

- Serve as a management-level escalation and pursue each escalation as an opportunity to turn the customer around

- Keep informed of product plans and schedule training for technical support

- Analyze customer trends and adopt knowledge-centric support standard processes

- Drive close engagement with engineering teams to address customer concerns

- Ensure agentic AI deployed in support workflows adheres to Salesforce's Trusted AI / Responsible AI standards

Preferred Qualifications & Skills:

- BS or MS in Computer Science, or equivalent experience

- 10+ years experience in a technical support environment

- 5+ years at the management level, leading managers and individual contributors

- Demonstrated experience leading teams through AI/agentic workflow transformation

- Previous experience advising and increasing the benefits of collaborating with global teams

- Practical experience handling multiple support teams, including outsourcers

- Strong understanding of operational infrastructure, metrics, processes, systems, and tools for running a global Support organization

Our Ideal Candidate:

- Consistent record of leading support teams and creating collaborative relationships

- Acts as a work-redesign orchestrator, continuously rethinking how support work gets done

- Highly organized and an effective communicator and doer

- Has a beginner's demeanor, always looking for new ways to make things better

## Skills

### Required
- Computer Science
- Technical Support
- AI
- Leadership
- Management

### Nice to have
- Agentic AI
- Cloud Computing
- CRM Software
- Project Management
- Communication

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Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/India---Hyderabad/Director--Technical-Support-Engineering_JR357013?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)