Senior Manager, Cloud Support Engineering & AI Enablement

Salesforce; Dublin; On-site; EUR 120,000 - 180,000; Full time

Benefits offered by this job

Accommodations

Job summary

Salesforce is seeking a Senior Manager in Technical Support Engineering in Dublin to lead a high-performing team of Technical Support Engineers, balance operational excellence with empathetic leadership, and drive AI-transformed support operations.

You will partner with Product, Engineering, and Customer Success to advocate for customer needs, manage KPIs, and guide escalation strategies while mentoring talent across global teams.

Qualifications

• 12+ years of technology experience including leadership roles
• Proven ability to manage KPIs and optimize support operations
• Strong cross-functional collaboration and communication skills
• Experience leading teams of managers and engineers
• Experience with cloud platforms and AI-powered tools

Responsibilities

• Lead and support a team of managers and engineers to achieve business objectives and customer satisfaction
• Adopt AI-driven tools and lead change management for AI adoption
• Partner with senior leadership to influence product roadmaps and escalation strategies
• Mentor and sponsor emerging talent and manage critical customer escalations

Skills

Leadership of managers

Technical leadership

Stakeholder communication

Cloud platforms knowledge

KPI management

Tools

Agentforce

Einstein

Case triage copilots

Job description

Salesforce is seeking a Senior Manager in Technical Support Engineering in Dublin to lead a high-performing team of Technical Support Engineers, balance operational excellence with empathetic leadership, and drive AI-transformed support operations.

You will partner with Product, Engineering, and Customer Success to advocate for customer needs, manage KPIs, and guide escalation strategies while mentoring talent across global teams.