Director, Technical Support Engineering

Salesforce; India; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

Salesforce seeks a senior Technical Support leader in India to guide AI-driven support outcomes and benchmark across a hybrid team of engineers and AI agents. You will drive customer-centered strategies, mentor managers, and coordinate with global teams to enhance performance and satisfaction.

The role emphasizes operational metrics, escalation handling, and aligning with Salesforce's trusted AI standards while delivering scalable support innovations.

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.
• 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.

Responsibilities

• Own and drive Technical Support outcomes, efficiency and KPIs within region by Success Plan (Signature, Premier, Standard).
• Lead a hybrid workforce of engineers and AI agents, orchestrating work across both and redesigning case-handling workflows for AI triage and human review when needed.
• Model AI-fluent leadership by adopting Agentforce and other AI tooling in daily workflow, driving adoption.
• Represent thought leadership in the global support organization and evolve support in the agentic era.
• Foster innovation and continual improvement to re-imagine how we deliver Support to customers.
• Mentor team members to provide customer-centered support; identify training topics.
• Lead the Technical Support team, including resource management, hiring, mentorship, and performance management.
• Review and respond to customer feedback, and act to resolve issues permanently.
• Develop strategies to improve customer experience, team performance, morale, and cohesion with internal teams.
• Manage escalations to turn customers into promoters while solving systemic issues.

Skills

AI leadership

Technical support leadership

Agentic AI

Global team collaboration

Hiring & mentorship

Operational metrics

Escalation management

Education

BS or MS in Computer Science

Job description

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.

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 accelerate 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 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 customers.
• Mentor team members to provide customer-centered support.
• Identify training topics.
• leadership in the devi.
• Lead a hybrid workforce.
• leadership.
• 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 confiden