Director, Production Support Engineering
Description For Director, Production Support Engineering
Salesforce, a leading enterprise SaaS company, is seeking a Director of Production Support Engineering to join their Customer Centric Engineering (CCE) team. This role is crucial in maintaining Salesforce's #1 priority: trust. As part of a high-impact global engineering team, you'll lead a team dedicated to solving complex technical customer escalations and championing trust strategy throughout the company.
The position involves managing and developing a team of Production Support engineers while building strong relationships across organizational boundaries. You'll be responsible for handling critical customer-impacting incidents, ensuring swift resolution of performance issues and functional bugs that affect Salesforce's massive infrastructure handling billions of daily transactions.
This leadership role requires someone who can balance technical expertise with strong management skills. You'll need to demonstrate excellence in team development, strategic thinking, and cross-functional collaboration. The ideal candidate will have extensive experience in technical roles, proven leadership abilities, and a deep understanding of cloud computing technologies.
Working at Salesforce's Tokyo office, you'll have the opportunity to make a significant impact on customer trust and satisfaction while leading strategic initiatives that influence the entire organization. The role offers the chance to work with cutting-edge cloud technologies while developing and mentoring a global team of engineers.
The position requires both technical depth and leadership breadth, combining hands-on technical knowledge with the ability to influence and drive change across organizational boundaries. You'll be at the forefront of ensuring Salesforce's continued success in maintaining customer trust and service quality for their extensive customer base.
Responsibilities For Director, Production Support Engineering
- Manage a global team of Production Support engineers to achieve objectives including targets for resolution time and service levels
- Find, hire and retain technical talent
- Provide coaching, mentorship and support to help direct reports develop professionally
- Build relationships with teams across the organization
- Lead critical technical escalations ensuring prompt resolution
- Drive cross-departmental strategic initiatives
- Ensure clear organizational priorities aligned with company goals
Requirements For Director, Production Support Engineering
- 8-10 years of experience in product management, software engineering, technical support, or similar technical role
- 2+ years managing direct reports across countries
- Proven ability to apply managerial tools to ensure teams are organized and motivated
- Deep empathy for Customer mindset
- Outstanding interpersonal skills
- Ability to communicate and influence at all levels including executive
- Familiarity with database, application and network technologies in Cloud Computing
- Fluent English, conversational level in Japanese
Jobs Related To Salesforce Director, Production Support Engineering
