Senior Manager, Technical Support Engineering - Industries Cloud Support

Salesforce, Inc.; Ireland; On-site; EUR 120,000 - 180,000; Full time

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

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

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

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate your impact so you can do your best . Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form .

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates' resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competen