Senior Manager, Cloud Tech Support & AI Operations

Salesforce, Inc.

Ireland

On-site

EUR 120,000 - 180,000

Full time

6 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, shaping AI-enabled service delivery and operational strategy. You will oversee end-to-end accountability and collaborate across functions to drive customer success while upholding Salesforce values.

You will champion AI adoption (Agentforce, Einstein, copilots) and guide escalation processes, with a focus on mentoring managers and engineers, optimizing KPIs, and

Qualifications

12+ years of technology experience with leadership in technical support
Proven ability to manage business KPIs and optimize support operations
Experience handling critical customer escalations and executive stakeholders
Mentoring and coaching managers and engineers across global teams

Responsibilities

Lead and support a team of managers and engineers to meet objectives, ensure team wellbeing, customer satisfaction, SLAs, and efficient resolutions
Drive adoption of AI-driven tools and lead change management for AI integration
Partner with Senior Leadership, Product, Engineering, and Customer Success to influence roadmaps and escalation strategies
Serve as an escalation point in critical situations and identify risks and growth opportunities

Skills

Team leadership

KPI management

AI adoption

Customer escalation

Tools

Agentforce

Einstein

Case-triage copilots

Job description

You will champion AI adoption (Agentforce, Einstein, copilots) and guide escalation processes, with a focus on mentoring managers and engineers, optimizing KPIs, and

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