Salesforce · 2 weeks ago
Manager, Technical Support Engineering - Agentforce / Data360
Bellevue, WA
Full-time
Hybrid
Mid, Senior Level
$133K/yr - $184K/yr
5+ years expSalesforce is the #1 AI CRM, where humans with agents drive customer success together. The company is looking for a Technical Support Manager to lead a global support team, ensuring customer success with AI and Data360 solutions while mentoring engineers and managing support projects.
Artificial Intelligence (AI)Cloud ComputingCRMSaaSSales EnablementSoftware
Responsibilities
Lead High-Performance Teams: Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines
Drive Strategic Alignment: Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals
Empower Employee Success: Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers. Ensure the delivery of high-quality technical and soft-skills training for direct reports
Cultivate Talent: Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed-upon performance and employee development goals. Serve as a manager, mentor, and escalation point for Support employees; Build credibility and trust within the support group
Champion the Customer: Communicate effectively to customers when representing Global Support in meetings with customers. Advocate for customers and define ways to continually add value to the customer experience
Operational Excellence: Manage workflows and schedules for direct reports and ensure adequate workload coverage. Manage key processes including FAQ analysis, case reviews, and customer feedback analysis. Develop and maintain Support procedures and policies
Cross-Functional Collaboration: Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management
Business Intelligence: Deliver regular reports that provide qualitative and quantitative descriptions of business performance
Qualification
Required
2+ years managing technical support professionals
Minimum 5 years experience in a technical support role
Solid, functional salesforce.com application knowledge
Experience with support tools and phone systems
Excellent written and verbal communication skills
Ability to successfully communicate and coordinate with departments across the organization
Ability to understand and escalate issues efficiently and appropriately
Demonstrated strong work ethic and advanced organizational skills
Ability to develop and deliver creative business solutions for complex problems
Ability to effectively work with tight schedules and a fast-paced environment
Degree or equivalent experience required. Experience evaluated based on the strengths you'll need for the role (e.g. proven behaviors in previous jobs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
Preferred
Ability to attract, hire and retain high-performing support professionals
Functional or technical salesforce.com knowledge
Benefits
Time off programs
Medical
Dental
Vision
Mental health support
Paid parental leave
Life and disability insurance
401(k)
Employee stock purchasing program
Company
Salesforce
Salesforce is a cloud-based software company that provides customer relationship management software and applications.
10001+ employees
H1B Sponsorship
Salesforce has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1883)
2024 (2296)
2023 (1850)
2022 (2849)
2021 (2124)
2020 (1960)
Funding
Current Stage
Public CompanyTotal Funding
$65.38MKey Investors
Starboard ValueEmergence CapitalHalsey Minor
2022-10-18Post Ipo Equity
2004-06-23IPO
2003-01-01Series Unknown· $1M
Leadership Team
Arundhati Bhattacharya
CEO & Chairperson, Salesforce India and South Asia
Marc Benioff
Chair & CEO
Recent News
2026-01-08
2026-01-07
Company data provided by crunchbase