Senior Manager, Technical Support Engineering - Industries Cloud Support

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

The Experience

As a Senior Manager in Technical Support Engineering, you will lead, empower, and support a high-performing team of Technical Support Engineers (Salesforce Technical Experts). In this role, you will balance operational excellence with empathetic leadership to cultivate customer success, foster long-term career growth across your team, and thoughtfully guide our support operations into the era of the Agentic Enterprise.

You will hold end-to-end operational accountability for your direct organization while partnering closely cross-functionally to shape organizational strategy, enable AI transformation, and uphold Salesforce values as an approachable, trusted face of the organization.

What You'll Actually Be Doing

• Lead and support a team of managers and engineers to achieve business objectives, including team well-being, customer satisfaction, engagement, SLAs, and resolution efficiency, through clear objectives, regular feedback, and individualized growth plans


• Guide the team in adopting AI-driven tools (e.g., Agentforce, Einstein, case-triage copilots) and lead empathetic, structured change management for AI adoption and operational evolution


• Partner with Senior Leadership, Product, Engineering, and Customer Success to advocate for customer needs, influence product roadmaps, and refine escalation strategies, presenting performance summaries to executive stakeholders


• Serve as a supportive escalation point in critical customer situations, proactively identify operational risks and growth opportunities, and mentor and sponsor emerging talent

You're Our Person If...

• 12+ years of technology experience, including 3+ years in technical support management leading teams of managers and technical specialists within cloud platforms


• Proven ability to manage business KPIs, optimize support operations, and translate complex technical data into human-centered business insights


• Demonstrated skill managing critical customer escalations, facilitating high-severity incident bridges, and engaging executive stakeholders with calm leadership under pressure


• 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

Even Better If...

• Salesforce Industries Cloud or related Cloud certifications


• Generalist understanding of Salesforce Industries Cloud architecture and platform capabilities


• Operational management background in a product-based environment with a focus on holistic customer experience management