Sr. Manager/Director - Customer Centric Support Engineering

At Salesforce, trust is our #1 priority, where our cloud applications handle billions of transactions daily for over 100,000 companies demanding high quality and reliability. The Customer Centric Engineering (CCE) team plays a crucial role in maintaining customer success by investigating and resolving complex technical issues.

This leadership position requires experience in global SaaS-based engineering or technical support organizations, leading software engineers and managing technical escalations for large, strategic customers. The ideal candidate combines strong software engineering knowledge with technical escalation expertise and a deep understanding of customer satisfaction drivers.

As a Sr. Manager/Director, you'll lead the CCE Availability engineers team, focusing on resolution time targets and team development. You'll build cross-organizational relationships with software engineering, site reliability, infrastructure, and Customer Support teams, serving as an ambassador for Customer Trust. Your role involves quarterbacking critical technical escalations, ensuring timely resolution, and leading cross-functional efforts to address root causes.

The position demands excellent leadership skills, with the ability to apply various managerial tools to keep teams organized, motivated, and informed. You'll need outstanding interpersonal skills for collaboration across organizational boundaries, including executive-level communication. Success in this role requires someone who can thrive in a dynamic environment, execute both strategically and tactically, while maintaining a positive attitude.

This role offers the opportunity to work with cutting-edge cloud computing technologies while directly impacting customer success. You'll be part of an organization that prioritizes trust and customer satisfaction, making a significant contribution to maintaining Salesforce's position as a leader in the enterprise SaaS space.