Manager, Technical Support Engineering (Enterprise SaaS Exp. Mandatory)

Salesforce; Hyderabad; Hybrid; INR 1,800,000 - 2,400,000; Full time

Job summary

Salesforce India is seeking a Technical Support Manager to lead a team of engineers supporting the #1 cloud-based platform. You will drive AI-assisted diagnostics, knowledge base improvements, and escalation governance to improve MTTR and customer outcomes.

Office-flexible role with Bengaluru or Hyderabad presence three days a week; the ideal candidate has 9+ years in tech support and 2+ years in management, with strong communication and cross-functional collaboration.

Qualifications

• 9+ years in professional roles with 5+ years in technical support and 2+ years managing teams.
• Solid, functional Salesforce application knowledge.
• Experience with support tools and phone systems.
• Excellent written and verbal communication skills.
• Ability to coordinate with multiple departments and drive governance for AI outputs.

Responsibilities

• Drive AI-driven case resolution workflows across the support engineering team.
• Oversee use of Einstein Case Classification and AI tooling for issue investigation and escalation summaries.
• Lead building and maintenance of AI-optimized knowledge base content and runbooks.
• Monitor adoption of AI tools to improve speed and accuracy in issue resolution.

Skills

Leadership

Communication skills

AI tools experience

Education

Bachelor's degree or higher

Tools

Salesforce Einstein

Salesforce Service Cloud

Job description

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.

We are looking for an ambitious leader to guide our cutting-edge support team! As we pioneer the Agentic Era of CRM, we need a highly motivated manager to lead a team of engineers supporting the #1 cloud-based platform. This role offers the opportunity to lead a global, customer-focused team in a fast-paced environment, ensuring our customers achieve success with our AI and Data360 solutions. You must possess excellent communication skills and the passion to deliver outstanding support while mentoring a team to master the Salesforce Platform.

A Technical Support Manager is responsible for ensuring the success of our customers by effectively managing a team of Technical Support Engineers (Salesforce Product Suite Technical Experts) along with associated support projects and processes.

Your Impact

• Lead High-Performance Teams: Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
• Drive Strategic Alignment: Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.
• Empower Employee Success: Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers. Ensure the delivery of high-quality technical and soft-skills training for direct reports.
• Cultivate Talent: Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed-upon performance and employee development goals. Serve as a manager, mentor, and escalation point for Support employees; Build credibility and trust within the support group.
• Champion the Customer: Communicate effectively to customers when representing Global Support in meetings with customers. Advocate for customers and define ways to continually add value to the customer experience.
• Operational Excellence: Manage workflows and schedules for direct reports and ensure adequate workload coverage. Manage key processes including FAQ analysis, case reviews, and customer feedback analysis. Develop and maintain Support procedures and policies.
• Cross-Functional Collaboration: Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management.
• Business Intelligence: Deliver regular reports that provide qualitative and quantitative descriptions of business performance.

Minimum Qualifications

• 9+ years of overall professional experience, including at least 5 years in a technical support role and 2+ years managing technical support professionals.
• Solid, functional salesforce.com application knowledge.
• Experience with support tools and phone systems.
• Excellent written and verbal communication skills.
• Ability to successfully communicate and coordinate with departments across the organization.
• Ability to understand and escape issues efficiently and appropriately.
• Demonstrated strong work ethic and advanced organizational skills.
• Ability to develop and deliver creative business solutions for complex problems.
• Ability to effectively work with tight schedules and a fast-paced environment.
• Degree or equivalent experience required. Experience evaluated based on the strengths you'll need for the role (e.g. proven behaviors in previous jobs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.).

Responsibilities

• Drive AI-driven case resolution workflows across the support engineering team — ensuring engineers utilize AI-assisted diagnostic and troubleshooting tools as the first step in root cause analysis to reduce MTTR and improve case quality
• Oversee team usage of Salesforce Einstein Case Classification, AI-powered log analysis tools, and coding assistants to investigate complex issues, reproduce bugs, and streamline high-quality escalation summaries
• Lead the building and maintenance of AI-optimized knowledge base content, guiding the team on using generative AI to improve technical runbooks, troubleshooting guides, and documentation coverage
• Monitor operational adoption of AI-powered case similarity and semantic search tools to surface relevant precedents and resolve customer issues with greater speed and accuracy

Required Qualifications

• Demonstrated experience managing or leading technical support teams that utilize AI tools for problem-solving — including AI-assisted diagnostics, Salesforce Einstein features, or coding assistants (e.g., GitHub Copilot)
• Strong operational judgment to validate team-level AI-generated outputs and establish clear governance for when escalation or senior human review is required
• Ability to train support engineers on writing clear, structured prompts to extract technically accurate outputs and apply them to real-world customer scenarios
• Proven familiarity with AI capabilities within Salesforce Service Cloud and a proactive track record of driving team adoption of new AI toolsets as they evolve

Desired Qualifications

Ability to attract, hire and retain high-performing support professionals. Functional or technical salesforce.com knowledge.

Note:

This role is office-flexible, and the expectation is to work from the Bangalore or Hyderabad office three days per week.

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.

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.