Senior Manager of Technical Support Engineering, Salesforce

• This role requires strong people leadership, deep technical credibility, and experience supporting enterprise-grade SaaS platforms in regulated or industry-specific environments
• 8+ years of experience in technical support or customer engineering roles in SaaS / cloud environments
• 3+ years managing or leading a technical support team
• Deep, hands-on experience with the Salesforce Platform, including at least one of:
• Public Sector Solutions / Government Cloud
• Salesforce Industries / OmniStudio
• Revenue Cloud (CPQ & Billing)
• Proven track record running support for enterprise or public sector customers, ideally in regulated or high-stakes environments
• Strong grounding in cloud concepts, integrations, APIs, and data/security best practices
• Demonstrated ability to:
• Use data to manage operations (CSAT, TTR, SLA, backlog, escalations, etc.)
• Own executive-facing escalations and calmly drive cross-functional resolution
• Collaborate effectively with Product, Engineering, ProServ, CSMs, Architects, and other internal stakeholders
• Be the primary management point-of-contact during weekend and holiday on-call coverage, supporting engineers through major incidents and Red Account outages
• Must be a U.S. citizen (no dual citizenship) and willing to go through U.S. federal background clearance
• A builder mindset: you aren’t just “running the queue,” you’re improving the system
• A calm, structured approach to high-visibility Red Accounts and escalations and executive conversations
• A bias toward clarity, coaching, and repeatable frameworks so the team can scale with confidence
• Passion for making complex Industry products truly supportable — and for being the connective tissue between Support and Product

Desirable

• We’re looking for a Senior Technical Support Manager to lead and scale our Government and Public Sector support cloud team with a focus on:
• Industry Public Sector Solutions (PSS) & Gov Cloud (US-only)
• Industries OmniStudio / Industry Platform
• Revenue Cloud (CPQ, Billing)
• This leader will be responsible for delivering world-class customer support, driving operational excellence, and partnering closely with Product, Engineering, Success, and Sales to support complex, mission-critical customer environments
• Lead, mentor, and scale a team of Senior Support Engineers
• Drive performance management, career development, and succession planning
• Foster a culture of customer obsession, accountability, and continuous improvement
• Partner with Recruiting and Enablement to hire and onboard top technical talent
• Identify and groom Tech leads / future managers to expand leadership capacity
• Gov Cloud Compliance & Risk Management
• Keep support workflows aligned with Gov Cloud controls, FedRAMP and internal security policies
• Partner with InfoSec, Legal, and internal governance stakeholders as needed for audits, access, and data handling
• Customer Support & Escalation Management
• Own customer escalations for Salesforce Industries products, including executive-level engagements
• Ensure timely resolution of Severity 1 and mission-critical incidents
• Act as a trusted advisor to customers during complex technical and architectural challenges
• Collaborate with Customer Success, Product Management, Engineering and Account Teams to ensure customer health and retention
• Collaborate with Success guides and Architect to bridge the gap between reactive and proactive engagement
• Technical & Operational Excellence
• Establish and optimize support processes, KPIs, and SLAs
• Leverage data and dashboards to drive operational insights and improvements
• Prepare Weekly, Monthly and quarterly business review to generate insights and drive business outcome aligned with corporate objectives
• Drive root cause analysis (RCA) and systemic issue resolution
• Improve Process, Tooling & Agentforce Adoption
• Cross-Functional Collaboration
• Partner with Product Management and Engineering to influence roadmap, quality, and supportability
• Provide feedback loops on product gaps, adoption challenges, and customer pain points
• Participate in release readiness, incident reviews, and post-mortems
• Align with Security, Compliance, and Trust teams for regulated and GovCloud customers (where applicable)