Senior Manager, AI-Driven Cloud Support Engineering

441 SFDC Ireland Limited

Dublin

On-site

EUR 120,000 - 150,000

Full time

3 days ago

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Job summary

Salesforce is seeking a Senior Manager in Technical Support Engineering to lead a high-performing team of Technical Support Engineers. You will balance operational excellence with empathetic leadership, guiding AI adoption and ensuring customer success across global teams.

The role reports to senior leadership and drives strategic initiatives in a rapidly evolving AI-enabled support environment. Ideal candidates bring 12+ years in technology with 3+ years in management of cloud-platform support,

Qualifications

12+ years of technology experience, including leadership roles.
3+ years in technical support management leading teams of managers and technical specialists.
Proven ability to manage business KPIs and translate data into insights.
Experience handling high-severity incidents and executive stakeholder engagements.

Responsibilities

Lead and support a team of managers and engineers to achieve business objectives with clear objectives and growth plans.
Adopt AI-driven tools and lead change management for AI adoption and ops evolution.
Partner with Senior Leadership, Product, Engineering, and Customer Success to advocate for customer needs and refine escalation strategies.
Serve as a supportive escalation point in critical customer situations and mentor talent.