Manager, Technical Support Engineering (Enterprise SaaS Exp. Mandatory)
Core
Lead a global team of Technical Support Engineers to ensure customer success with Salesforce's AI and Data360 solutions, utilizing AI tools for diagnostics and troubleshooting.
Role type
Senior IC manager (Technical Support Engineering)
Builds
Customer success outcomes via AI-assisted support workflows and high-quality technical resolutions
Domain
SaaS CRM (Salesforce) + AI/ML
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Team leadership, AI tool governance, operational workflow management, cross-functional collaboration, performance management, technical support strategy
Preferred skills
Hiring and retention, Salesforce platform expertise
Technologies
Salesforce Einstein, GitHub Copilot, Service Cloud, AI case classification tools, semantic search tools
Responsibilities
Manage support team to achieve satisfaction and resolution targets; Drive adoption of AI-driven diagnostic workflows; Oversee validation of AI-generated support outputs; Lead development of AI-optimized knowledge base content; Monitor operational adoption of AI-powered search and similarity tools; Represent Global Support in cross-organizational initiatives
Seniority
Senior, hands-on IC with management responsibilities
