Director of Production Support Engineering

salesforce.com, inc.; Bellevue (WA); On-site; USD 197,300 - 344,700; Full time

Benefits offered by this job

Time off programs

Medical, dental, vision, mental health

Paid parental leave

Life and disability insurance

401(k) and employee stock purchasing

Job summary

Salesforce is seeking a Director of Production Support Engineering to lead a team delivering reliable, AI-powered infrastructure across legacy and modern environments. You will define long-term roadmaps, mentor senior engineers, and drive multi-region deployments within the Salesforce commercial cloud.

You will oversee compliance programs for Private Cloud Edition and Government Cloud, manage incidents, and partner with Product, Engineering, and Security to align infra investments with business

Qualifications

• 10+ years in Production Engineering, SRE, or Infrastructure with leadership
• Experience reviewing architectures for Kubernetes, Terraform, and distributed DBs like PostgreSQL
• Experience scaling production environments across regions or clouds
• Ability to translate technical vision into a practical roadmap
• Experience supporting large enterprise customers with high compliance needs
• Ability to lead through major incidents and complex migrations
• AI-first mindset to optimize team workflows and drive velocity

Responsibilities

• Define and drive a long-term infrastructure roadmap balancing AI innovation and reliability
• Lead and grow a world-class Production Support Engineers team
• Guide multi-region, multi-substrate deployment across Salesforce commercial cloud
• Oversee legacy environments and bespoke customer deployments during platform transition
• Own private and government cloud initiatives for compliance and velocity
• Set and monitor SLIs/SLOs and drive incident-to-insight loop for improvements
• Collaborate with Product, Engineering, and Security leadership on infra investments
• Build high-quality, production-grade software with AI integration and secure code
• Design systems where AI agents integrate into human workflows at scale
• Contribute to a shared system context of designs, constraints, and standards
• Critically evaluate code for correctness, quality, security, and performance

Skills

Leadership

Kubernetes

Terraform

PostgreSQL

AI workflows

Incident management

Cloud architecture

Security & compliance

Cross-functional

Communication

Education

MS in Computer Science or related field

Tools

Kubernetes

Terraform

Claude Code

GitHub Copilot

Codex

Cursor

Job description

This director role focuses on leading a team of highly skilled production support engineers, defining a long‑term roadmap, ensuring reliability across legacy and modern environments, and driving AI integration.

Responsibilities

• Strategic Roadmap & Vision: Devise and champion a long‑term infrastructure strategy that balances rapid AI product innovation with the rigorous demands of enterprise‑grade reliability and global scale.

• People Leadership: Manage and grow a world‑class team of Production Support Engineers. Provide technical mentorship, career development, and maintain a high‑performance, low‑ego culture.

• Multi‑Substrate Scaling: Lead the transition to a multi‑region and multi‑substrate deployment model within the Salesforce commercial cloud, ensuring resilience across global geographies.

• Legacy & Custom Operations: Oversee maintenance and support of legacy environments and bespoke customer deployments, ensuring a seamless experience for long‑term partners during transition to the modern stack.

• Compliance & Sovereignty Strategy: Act as the primary stakeholder for Private Cloud Edition (PCE) and Government Cloud initiatives, ensuring infrastructure meets strict regulatory and data‑residency requirements without sacrificing developer velocity.

• Operational Excellence: Define and hold the team accountable to SLIs, SLOs, and error budgets. Lead the incident‑to‑insight loop, ensuring production issues result in structural improvements to the product.

• Stakeholder Management: Collaborate with Product, Engineering, and Security leadership to align infrastructure investments with the broader business goals of the Agentforce ecosystem.

• Build and ship high‑quality, production‑grade software using modern engineering practices, integrating AI into the development workflow to deliver secure, optimised, and high‑quality code.

• Design and orchestrate complex systems where AI agents integrate seamlessly into human workflows, driving efficiency and innovation at scale.

• Contribute to building and maintaining a shared system context—an explicit repository of system designs, constraints, and standards enabling AI to operate accurately and reliably.

• Critically evaluate code—human or AI‑generated—for correctness, quality, security, and performance.

Required Qualifications

• 10+ years of experience in Production Engineering, SRE, or Infrastructure roles, with at least 3‑5 years in a formal people‑management capacity.

• Deep Technical Roots: Comfortable reviewing architecture designs for Kubernetes, Terraform, and distributed databases such as PostgreSQL, and understanding operational nuances of AI/GPU workloads.

• Experience at Scale: Proven track record of managing production environments through a “1 to 100” scaling phase, ideally in a multi‑region or multi‑cloud context.

• Strategic Clarity: Ability to articulate a complex technical vision and turn it into an actionable roadmap that stakeholders rally behind.

• Enterprise Savvy: Experience supporting large enterprise customers with custom deployment needs and high‑compliance requirements.

• High‑Stakes Leadership: Proven ability to lead through major incidents and complex architectural migrations with a calm, decisive approach.

• AI‑Forward Mindset: Experience leveraging AI tools to optimise team workflows and a clear vision for how AI will transform the future of production support.

• Demonstrated AI‑first approach to engineering, using AI to move faster, build fluency across the stack, and contribute beyond specialty.

• Experience using AI tools (e.g., Claude Code, GitHub Copilot, Codex, Cursor, etc.) in development workflows.

• Advanced prompt‑engineering skills and the ability to write precise, structured prompts and cultivate system context that makes AI outputs reliable, secure, and production‑ready.

Preferred Qualifications

• Experience with Government/Sovereign Clouds: Direct experience navigating FedRAMP, IL5/IL6, or similar high‑security compliance frameworks.

• Salesforce Infrastructure Knowledge: Familiarity with Hyperforce, Salesforce Data Cloud, or the internal mechanics of a Private Cloud Edition.

• Hybrid Infrastructure: Experience managing the bridge between public cloud (AWS/GCP/Azure) and specialized enterprise environments.

• Advanced Degree: M.S. in Computer Science or a related technical field.

Benefits

• Time off programs
• Medical, dental, vision, mental health support
• Paid parental leave
• Life and disability insurance
• 401(k) and employee stock purchasing program

Typical base salary range for this position is $197,300 - $313,700 annually. In select U.S. metropolitan areas, the base salary range is $237,700 - $344,700 annually.

Accommodations

If you need a reasonable accommodation during the application or recruiting process, please submit a request via the Accommodations Request Form. Salesforce uses artificial intelligence (AI) tools to help recruiters assess candidate resumes and qualifications, but humans make the final hiring decisions.

Posting Statement

Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. Know your rights: workplace discrimination is illegal. Employees and applicants will be assessed on 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 protected classifications. This policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, performance assessment, discipline, termination, and all other employment practices.