Director, Technical Support Engineering

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Salesforce.com is the global leader in customer relationship management (CRM) software. We pioneered the shift to cloud computing, and today we're delivering the next generation of social, mobile, cloud, and agentic AI technologies that help companies redefine the way they sell, service, market and innovate—and become customer companies. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For. Our "more human, less corporate" culture is built around doing work that matters, winning as a team and celebrating success.

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 Salesforce's Trusted AI / Responsible AI standards, maintaining