Director, Technical Support Engineering

Job Responsibilities

• Own and drive Technical Support outcomes, efficiency and KPIs within region by Success Plan (Signature, Premier, Standard).
• Facilitate operational improvements which streamline processes, leverage automation and agentic AI, eliminate inefficiencies, and enable scale.
• Lead a hybrid workforce of engineers and AI agents - orchestrating work across both, redesigning case-handling workflows to identify where agentic AI can triage, resolve, deflect, or escalate cases autonomously, and where human judgment remains essential.
• Personally model AI-fluent leadership by adopting Agentforce and other AI tooling in daily workflow, driving team-wide adoption and setting the standard for how the team engages with AI.
• Represent thought leadership in the global support organization, including on how support is evolving in the agentic era.
• Build an environment of innovation and continual improvement to re-imagine how we deliver Support to our customers.
• Mentor team members to provide customer-centric support that solves the problem, taking into account customer preferences; troubleshooting methodology, call handling skills, and proactive diagnostic techniques; guiding customers toward self-serve support options; and developing team members AI fluency and judgment so agentic tools amplify their technical expertise.
• Identify training topics and schedule continuing education with a focus on career development, upskilling, and AI fluency.
• Leadership and management of the Technical Support team including resource management, hiring, mentorship, and performance management.
• Review and respond to customer feedback from surveys and other sources and act on feedback as needed to resolve issues permanently.
• Develop strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams.
• Serve as management-level escalation and pursue each escalation as an opportunity to turn the customer around and into a promoter while solving systemic issues permanently.
• Keep informed of product plans and schedule training for Technical Support.
• Analyze customer trends and adopt knowledge-centric support standard processes.
• Drive close engagement with Engineering teams to address customer concerns around escalation processes, response times/problem resolution, establishing SLAs, and Top Case Drivers Enhancements.
• Ensure agentic AI deployed in support workflows adheres to Salesforces Trusted AI / Responsible AI standards, maintaining accountability for oversight of AI-driven case actions and escalation outcomes.

Preferred Qualifications

• BS or MS in Computer Science, or equivalent experience.
• 10+ years experience in a technical support environment, handling highly sophisticated software issues.
• 5+ years at the management level, leading managers in addition to individual contributors, to support large enterprise customers.
• Demonstrated experience leading teams through AI/agentic workflow transformation, including redesigning processes to incorporate AI agents alongside human support engineers.
• Previous experience advising and increasing the benefits of collaborating with global teams.
• Practical experience handling multiple support teams, including outsourcers, with a good knowledge of all technical support functions and related engineering responsibilities.
• Strong understanding of operational infrastructure, metrics, processes, systems and tools for running a global Support organization.
• Must be capable of dealing confidently and professionally at executive level internally and with customers.
• Consistent track record leading sophisticated processes and driving continuous process improvement.
• Excellent project management skills, including demonstrated ability to run projects across teams where influencing skills are required.
• Ability to respond to high-profile, high-impact customer/product partner concerns in a way that drives customer happiness.

Our Ideal Candidate

• Consistent record of leading support teams and creating collaborative relationships with peers on the Support leadership team as well as Engineering, Product, Success, Services, Documentation, and Business Technology (BT).
• Acts as a work-redesign orchestrator - continuously rethinking how support work gets done as AI capabilities evolve, rather than treating AI as a bolt-on tool.
• Highly organized and an effective communicator and doer.
• Has a beginners demeanor; always looking for new ways to make things better, challenges the status quo, and is willing to experiment with and learn alongside emerging AI agent capabilities.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.