Manager, Technical Support Engineering
Description For Manager, Technical Support Engineering
Salesforce, the global leader in CRM software, is seeking a Manager of Technical Support Engineering to lead their support operations in India. This role combines technical expertise with people management, requiring 10+ years of overall experience with 4-5 years in technical support management.
The position involves managing a team of Support Engineers while ensuring world-class customer support delivery. The role is based in Salesforce's 24/7 Support Hub, requiring flexibility with shift work and adaptability to business needs. The ideal candidate will be responsible for driving customer satisfaction, managing critical escalations, and developing team members' careers.
Key aspects of the role include setting and achieving team goals, managing performance metrics, developing support procedures, and representing the Support department in cross-organizational initiatives. The position requires strong leadership skills, excellent communication abilities, and a deep understanding of technical support operations.
The role offers the opportunity to work with cutting-edge CRM technology and be part of Salesforce's innovative culture, known for its "more human, less corporate" approach. The company is recognized as one of Fortune's 100 Best Companies to Work For and Forbes' Most Innovative Company.
This is an excellent opportunity for experienced technical leaders who are passionate about customer success, team development, and operational excellence. The role combines strategic planning, people management, and technical expertise, making it ideal for professionals looking to make a significant impact in a global technology leader.
Responsibilities For Manager, Technical Support Engineering
- Manage a support team to achieve business objectives including customer satisfaction, employee satisfaction, service levels
- 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 regular feedback
- Manage workflows and schedules for direct reports
- Develop and maintain Support procedures and policies
- Serve as a manager, mentor, knowledge resource, and critical issue point
- Foster professional growth and development of team members
- Work as Duty Manager on rotation handling customer partner concerns and priority issues
- Flexibility to work in staggered shifts including weekends based on business requirements
Requirements For Manager, Technical Support Engineering
- Overall work-experience of 10+ years
- Strong people management expertise of 4-5+ years in technical support management roles
- Experience with support tools and phone systems
- Excellent written and verbal communication skills
- Strong team player with service-oriented attitude
- Experience in leading cross-functional collaboration across global teams
- Strong Executive presence and excellent convincing skills
- Strong Issue management experience
- MBA and/or Industry certifications like PMP, PRINCE2, ITIL, Six Sigma etc preferred
- Functional or technical salesforce.com application knowledge
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