Director, Technical Support Engineering

Salesforce; Bengaluru; Hybrid; INR 4,000,000 - 7,000,000; Full time

Job summary

Salesforce is seeking a seasoned Technical Support leader to drive global support outcomes in an AI-enabled era. You will own KPIs, mentor managers, and shape processes that deliver exceptional customer success.

Lead a hybrid team of engineers and AI agents, orchestrate workflows, and push adoption of agentic AI while collaborating with Engineering, Product, and Success teams to improve experience and resilience.

Qualifications

• BS or MS in Computer Science, or equivalent experience.
• 10+ years experience in a technical support environment, handling highly sophisticated software issues.
• 5+ years at the management level, leading managers in addition to individual contributors, to support large enterprise customers.
• Experience leading teams through AI/agentic workflow transformation.
• Experience advising and collaborating with global teams.
• Experience handling multiple support teams, including outsourcers.
• Strong understanding of operational infrastructure, metrics, processes, systems and tools for running a global Support organization.

Responsibilities

• Own and drive Technical Support outcomes, efficiency and KPIs within region by Success Plan.
• Lead hybrid workforce of engineers and AI agents — orchestrating work across both, redesigning case-handling workflows.
• Mentor team members to provide customer-centric support and develop AI fluency.
• Represent thought leadership in the global support organization.
• Develop strategies to improve customer experience, team performance, morale, and cohesion with other internal teams.
• Review and respond to customer feedback and resolve issues permanently.
• Drive close engagement with Engineering teams to address escalation processes and SLAs.

Skills

CS/CS fundamentals

10+ years in tech support

5+ years at management level

AI/agentic workflow transformation

Global teams collaboration

Outsourced teams experience

Operational infrastructure knowledge

Executive level communication

Project management

Education

BS or MS in Computer Science

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.

Job Details

Salesforce.com is the global leader in customer relationship management (CRM) software. We pioneered the shift to cloud computing, and today we're delivering the next generation of social, mobile, cloud, and agentic AI technologies that help companies redefine the way they sell, service, market and innovate—and become customer companies. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For. Our "more human, less corporate" culture is built around doing work that matters, winning as a team and celebrating success.

Job Responsibilities

• Own and drive Technical Support outcomes, efficiency and KPIs within region by Success Plan (Signature, Premier, Standard).
• Facilitate operational improvements which streamline processes, leverage automation and agentic AI, eliminate inefficiencies, and enable scale.
• Lead a hybrid workforce of engineers and AI agents — orchestrating work across both, redesigning case-handling workflows to identify where agentic AI can triage, resolve, deflect, or escalation cases autonomously, and where human judgment remains essential.
• Personally model AI-fluent leadership by adopting Agentforce and other AI tooling in daily workflow, driving team-wide adoption and setting the standard for how the team engages with AI.
• Represent thought leadership in the global support organization, including on how support is evolving in the agentic era.
• Build an environment of innovation and continual improvement to re-imagine how we deliver Support to our customers.
• Mentor team members to provide customer-centric support that solves the problem, taking into account customer preferences; troubleshooting methodology, call handling skills, and proactive diagnostic techniques; guiding customers toward self-serve support options; and developing team members' AI fluency and judgment so agentic tools amplify their technical expertise.
• Identify training topics and schedule continuing education with a focus on career development, upskilling, and AI fluency.
• Leadership and management of the Technical Support team including resource management, hiring, mentorship, and performance management.
• Review and respond to customer feedback from surveys and other sources and act on feedback as needed to resolve issues permanently.
• Develop strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams.
• Serve as management-level escalation and pursue each escalation as an opportunity to turn the customer around and into a promoter while solving systemic issues permanently.
• Keep informed of product plans and schedule training for Technical Support.
• Analyze customer trends and adopt knowledge-centric support standard processes.
• Drive close engagement with Engineering teams to address customer concerns around escalation processes, response times/problem resolution, establishing SLAs, and Top Case Drivers & Enhancements.
• Ensure agentic AI deployed in support workflows adheres to Salesforce's Trusted AI / Responsible AI standards, maintaining accountability for oversight of AI-driven case actions and escalation outcomes.

Preferred Qualifications & Skills

• BS or MS in Computer Science, or equivalent experience.
• 10+ years experience in a technical support environment, handling highly sophisticated software issues.
• 5+ years at the management level, leading managers in addition to individual contributors, to support large enterprise customers.
• Demonstrated experience leading teams through AI/agentic workflow transformation, including redesigning processes to incorporate AI agents alongside human support engineers.
• Previous experience advising and increasing the benefits of collaborating with global teams.
• Practical experience handling multiple support teams, including outsourcers, with a good knowledge of all technical support functions and related engineering responsibilities.
• Strong understanding of operational infrastructure, metrics, processes, systems and tools for running a global Support organization.
• Must be capable of dealing confidently and professionally at executive level internally and with customers.
• Consistent track record leading sophisticated processes and driving continuous process improvement.
• Excellent project management skills, including demonstrated ability to run projects across teams where influencing skills are required.
• Ability to respond to high-profile, high-impact customer/product partner concerns in a way that drives customer happiness.

Our Ideal Candidate

• Consistent record of leading support teams and creating collaborative relationships with peers on the Support leadership team as well as Engineering, Product, Success, Services, Documentation, and Business Technology (BT).
• Acts as a work-redesign orchestrator — continuously rethinking how support work gets done as AI capabilities evolve, rather than treating AI as a bolt-on tool.
• Highly organized and an effective communicator and doer.
• Has a beginner's demeanor; always looking for new ways to make things better, challenges the status quo, and is willing to experiment with and learn alongside emerging AI agent capabilities.

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, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.