Technical Support Engineering Leader

salesforce.com, inc.; Atlanta (GA); On-site; USD 123,100 - 186,300; Full time

Job summary

Salesforce is seeking a Technical Support Manager to lead a team of success engineers and drive customer outcomes across multiple clouds. You will mentor staff, optimize processes, and ensure delivery excellence in support projects.

The role requires deep Salesforce product knowledge, cloud/LoB experience, and a proven ability to engage C-level stakeholders to realize business value. This position emphasizes leadership, strategic thinking, and customer-centric delivery.

Qualifications

• 10+ years of relevant industry experience and leadership of customer support teams.
• Deep knowledge in one or more LoBs or clouds to align with customer needs.
• Strong consulting skills and ability to drive business value for customers.
• Ability to influence conversations at the C-level and handle objections effectively.

Responsibilities

• Lead and mentor a team of Technical Support Engineers to meet customer satisfaction and KPIs.
• Manage workflows and schedules for direct reports and ensure coverage.
• Build Salesforce knowledge across clouds and industries for customer delivery.
• Develop customer governance and org strategy aligned to customer needs.
• Demonstrate hands-on Salesforce product knowledge to address business priorities.
• Identify risks and collaborate with account teams to mitigate them.
• Foster executive relationships with IT and business leadership to strengthen partnerships.

Skills

Team Leadership

C-level Communication

Consulting skills

LoB/Cloud knowledge

Salesforce knowledge

Education

Degree or equivalent experience

Job description

Salesforce is seeking a Technical Support Manager to lead a team of success engineers and drive customer outcomes across multiple clouds. You will mentor staff, optimize processes, and ensure delivery excellence in support projects.

The role requires deep Salesforce product knowledge, cloud/LoB experience, and a proven ability to engage C-level stakeholders to realize business value. This position emphasizes leadership, strategic thinking, and customer-centric delivery.