Senior Manager, Cloud Support Engineering — AI-Driven Ops

Leadout Capital; Dublin; On-site; EUR 180,000 - 230,000; Full time

Job summary

Leadout Capital is seeking a Senior Manager in Technical Support Engineering in Ireland, to lead a high-performing team of Salesforce experts. You will drive operational excellence, mentor talent, and guide AI-driven transformations across the organization.

Responsibilities include setting team objectives, managing critical escalations, and partnering with senior leadership to align on product roadmaps and customer success strategies.

Qualifications

• 12+ years of technology experience, including leadership in technical support management.
• Proven ability to manage business KPIs, optimize support operations, and translate data into business insights.
• Experience managing critical customer escalations and engaging executive stakeholders under pressure.
• Mentoring and coaching managers and engineers with strong cross-functional collaboration.

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 and operational evolution.
• Partner with Senior Leadership, Product, Engineering, and Customer Success to influence roadmaps and escalation strategies; present performance summaries to executives.
• Serve as a supportive escalation point, identify risks, and mentor emerging talent.

Skills

12+ years experience

3+ years support management

KPIs & operations

executive stakeholder comms

mentoring & coaching

cross-functional collaboration

Tools

Salesforce

Agentforce

Einstein

Job description

Leadout Capital is seeking a Senior Manager in Technical Support Engineering in Ireland, to lead a high-performing team of Salesforce experts. You will drive operational excellence, mentor talent, and guide AI-driven transformations across the organization.

Responsibilities include setting team objectives, managing critical escalations, and partnering with senior leadership to align on product roadmaps and customer success strategies.