Senior Manager, AI-Driven Cloud Support Engineering

Salesforce, Inc.; Dublin; Hybrid; EUR 120,000 - 180,000; Full time

Job summary

Salesforce is seeking a Senior Manager, Technical Support Engineering for Industries Cloud Support in Dublin, Ireland. You will lead a high-performing team of Technical Support Engineers and partner with cross-functional teams to drive customer success and AI-driven service improvements.

The role focuses on developing leaders, managing KPIs, and guiding strategic escalations while scaling support operations in a cloud-first environment.

Qualifications

• 12+ years of technology experience.
• 3+ years in technical support management leading teams of managers and technical specialists within cloud platforms.
• Proven ability to manage critical customer escalations and high-severity incidents.
• Ability to translate complex technical data into human-centered business insights for executives.
• Commitment to mentoring and coaching managers and engineers across global teams.

Responsibilities

• Lead and support a team of managers and engineers to achieve business objectives, including team well-being, customer satisfaction, and escalation efficiency.
• Guide the team in adopting AI-driven tools (Agentforce, Einstein, case-triage copilots) and lead change management for AI adoption.
• Partner with Senior Leadership, Product, Engineering, and Customer Success to advocate for customer needs and influence roadmaps.
• Serve as a top-level escalation point in critical customer situations and mentor emerging talent.

Skills

Team leadership

KPI management

Cross-functional collaboration

Executive stakeholder communication

Mentoring & coaching

AI adoption leadership

Tools

Agentforce

Einstein

case-triage copilots

Job description

Salesforce is seeking a Senior Manager, Technical Support Engineering for Industries Cloud Support in Dublin, Ireland. You will lead a high-performing team of Technical Support Engineers and partner with cross-functional teams to drive customer success and AI-driven service improvements.

The role focuses on developing leaders, managing KPIs, and guiding strategic escalations while scaling support operations in a cloud-first environment.