Manager, Proactive Monitoring Engineering-1

Salesforce, the Customer Company, is seeking a Technical Support Manager to lead their Proactive Monitoring Engineering team. This role is crucial in ensuring customer success by managing a team of Technical Support Engineers specializing in the Salesforce Product Suite. The position involves handling critical customer escalations, developing team members' careers, and managing support projects and processes.

The ideal candidate will be responsible for leading a 24/7 support operation, working in various shifts to support global time zones (AMER, EMEA, APAC). They will need to demonstrate strong leadership capabilities, with at least 11 years of overall experience including 6 years in technical support management.

This role offers the opportunity to work with cutting-edge technology in a company that values innovation and customer success. The manager will be responsible for ensuring high customer satisfaction through world-class support services, while also contributing to strategic planning and organizational growth.

Key aspects of the role include managing team performance, handling escalations, developing support procedures, and working closely with cross-functional teams including Sales, Consulting, CSM, QA, and Product Management. The position requires excellent communication skills, strong analytical capabilities, and the ability to thrive in a dynamic, fast-paced environment.

Working at Salesforce means being part of a company that believes in business as a platform for change, offering opportunities to make a real impact while growing professionally. The role is based in Hyderabad, India, and offers the chance to work with global teams and contribute to the success of a leading enterprise software company.