Senior Manager, Technical Support Eng — AI-Driven Leader

Salesforce, Inc.; Ireland; On-site; EUR 120,000 - 170,000; Full time

Benefits offered by this job

Medical Care

Life Insurance

Retirement Savings

Employee Assistance Programs

13 paid holidays

Job summary

Salesforce, Inc. seeks a Senior Manager in Technical Support Engineering to lead a high-performing team of Technical Support Engineers and Salesforce Technical Experts.

You will drive end-to-end operational excellence, coach managers, and uphold Salesforce values while guiding the organization through AI-enabled transformation. Collaborating with Senior Leadership, Product, Engineering, and Customer Success, you will shape strategies, manage escalations, and deliver customer success, with a

Qualifications

• Proven ability to manage business KPIs, optimize support operations, and translate complex technical data into human-centered business insights.
• Commitment to mentoring and coaching managers and engineers, with strong cross-functional collaboration and communication skills that build trust and psychological safety across global teams.
• Demonstrated skill managing critical customer escalations, facilitating high-severity incident bridges, and engaging executive stakeholders with calm leadership under pressure.
• 12+ years of technology experience, including 3+ years in technical support management leading teams of managers and technical specialists within cloud platforms.
• Operational management background in a product-based environment with a focus on holistic customer experience management.
• Generalist understanding of Salesforce Industries Cloud architecture and platform capabilities.
• Salesforce Industries Cloud or related Cloud certifications

Responsibilities

• Lead and empower a team of managers and engineers to achieve business objectives, including SLAs, customer satisfaction, and growth.
• Guide adoption of AI-driven tools (Agentforce, Einstein, copilots) and manage structured change across operations.
• Partner with Senior Leadership, Product, Engineering, and Customer Success to shape roadmaps and refine escalation strategies.
• Serve as a supportive escalation point and mentor emerging talent across global teams.

Skills

Leadership

Mentoring

Stakeholder management

Data-driven decisions

AI tools adoption

Tools

Salesforce Platforms

Job description

Salesforce, Inc. seeks a Senior Manager in Technical Support Engineering to lead a high-performing team of Technical Support Engineers and Salesforce Technical Experts.

You will drive end-to-end operational excellence, coach managers, and uphold Salesforce values while guiding the organization through AI-enabled transformation. Collaborating with Senior Leadership, Product, Engineering, and Customer Success, you will shape strategies, manage escalations, and deliver customer success, with a