Technical Support Engineering Leader

Socket.dev; Indianapolis (IN); On-site; USD 123,100 - 186,300; Full time

Job summary

Salesforce in the United States seeks a Technical Support Manager to lead a team of Developer Support Engineers, align with cloud strategy, and drive customer value realization. The role emphasizes executive-level relationship building, governance, and proactive risk management to enable customers to progress on their digital journey.

You will mentor engineers, collaborate with Account teams and Salesforce executives, and ensure delivery of high-quality support and initiatives across multiple

Qualifications

• 10+ years of experience leading and managing customer support teams.
• Deep knowledge of one or more LoBs - a specific cloud or industry.
• Strong consulting skills and proven results as a Trusted Advisor to drive business value for customers.
• Ability to drive executive-level conversations at the C-level and handle objections.

Responsibilities

• Lead and manage a team of Developer Support Engineers to achieve business objectives including customer satisfaction, employee satisfaction, service levels, resolution time, and deadlines.
• Manage workflows and schedules for direct reports and ensure adequate workload coverage.
• Develop understanding of customer’s Salesforce implementation and evangelize capabilities across all Clouds.
• Build executive-level relationships with customer IT and business leadership to solidify partnership.

Skills

Team leadership

C-level communication

Trusted advisor

Client relationship management

Education

Bachelor's degree or equivalent

Job description

Salesforce in the United States seeks a Technical Support Manager to lead a team of Developer Support Engineers, align with cloud strategy, and drive customer value realization. The role emphasizes executive-level relationship building, governance, and proactive risk management to enable customers to progress on their digital journey.

You will mentor engineers, collaborate with Account teams and Salesforce executives, and ensure delivery of high-quality support and initiatives across multiple