Senior Manager, AI-Driven Cloud Support Engineering

MOBOLISE; Dublin; On-site; EUR 150,000 - 195,000; Full time

Job summary

Salesforce is seeking a Senior Manager in Technical Support Engineering to lead a high-performing team of Technical Support Engineers and Managers. You will balance operational excellence with empathetic leadership to drive customer success and guide AI-driven transformation across the organization.

You will partner with Senior Leadership, Product, Engineering, and Customer Success to shape roadmaps, manage KPIs, and foster growth while maintaining Salesforce values and trusted stakeholder

Qualifications

• 12+ years of technology experience, including leadership in technical support
• Proven ability to manage business KPIs and translate technical data into business insights
• Strong mentoring, coaching, and cross-functional collaboration skills

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
• Guide the team in adopting AI-driven tools and lead change management for AI adoption
• Partner with Senior Leadership, Product, Engineering, and Customer Success to advocate for customer needs, influence roadmaps, and refine escalation strategies
• Serve as a supportive escalation point in critical customer situations and mentor emerging talent

Skills

Team leadership

Executive stakeholder communication

KPI management

Mentoring

Tools

Agentforce

Einstein

Case-triage copilots

Job description

Salesforce is seeking a Senior Manager in Technical Support Engineering to lead a high-performing team of Technical Support Engineers and Managers. You will balance operational excellence with empathetic leadership to drive customer success and guide AI-driven transformation across the organization.

You will partner with Senior Leadership, Product, Engineering, and Customer Success to shape roadmaps, manage KPIs, and foster growth while maintaining Salesforce values and trusted stakeholder