Manager, Technical Support Engineering
Description For Manager, Technical Support Engineering
Salesforce is seeking a Technical Support Manager to lead and develop a team of Technical Support Engineers. This role is crucial in ensuring customer success through effective team management and process optimization. The position involves managing critical customer escalations, driving career development, and leading strategic initiatives. The role operates in a 24/7 environment with flexible shift patterns across AMER, EMEA, and APAC time zones. The ideal candidate will have extensive experience in technical support management, strong leadership capabilities, and a proven track record of delivering exceptional customer service. This position offers the opportunity to impact customer satisfaction directly while developing the next generation of technical leaders at Salesforce. The role combines technical expertise with people management, making it perfect for those looking to advance their career in technical leadership.
Responsibilities For Manager, Technical Support Engineering
- Manage a support team to achieve business objectives including targets for customer satisfaction
- Set team goals in alignment with Global Support objectives
- Ensure delivery of high-quality technical and soft-skills training for direct reports
- Deliver performance reviews and provide regular feedback
- Manage workflows and schedules for direct reports
- Deliver regular reports on business performance
- Develop and maintain Support procedures and policies
- Serve as a manager, mentor, knowledge resource, and escalation point
- Work as Duty Manager on rotation handling customer escalations
- Flexibility to work in staggered shifts with non-standard weekends
Requirements For Manager, Technical Support Engineering
- Overall work-experience of 11+ years
- Strong people management expertise of at least 6 years in technical support management roles
- Strong Experience in managing technical support professionals
- Experience with support tools and phone systems
- Excellent written and verbal communication skills
- Strong team player with service-oriented attitude
- Excellent situational awareness in handling objections
- Leading cross-functional collaboration across global teams
- Strong Executive presence and excellent convincing skills
- Strong Escalation management experience
- Analytical bent of mind to understand data and derive actionable insights
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