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Salesforce · 3 hours ago

Sr Manager, Technical Support Engineering (Government Cloud & Public Sector)

Illinois - Chicago

Full-time

Hybrid

Senior Level, Lead/Staff

$165K/yr - $227K/yr

8+ years exp

Salesforce is the #1 AI CRM, focused on driving customer success through innovation and technology. They are seeking a Senior Technical Support Manager to lead their Government and Public Sector support cloud team, responsible for delivering exceptional customer support and driving operational excellence in complex environments.

Agentic AIArtificial Intelligence (AI)Cloud ComputingCRMSaaSSales EnablementSoftware

Comp. & Benefits

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Lead, mentor, and scale a team of Senior Support Engineers

Drive performance management, career development, and succession planning

Foster a culture of customer obsession, accountability, and continuous improvement

Partner with Recruiting and Enablement to hire and onboard top technical talent

Identify and groom Tech leads / future managers to expand leadership capacity

Keep support workflows aligned with Gov Cloud controls, FedRAMP and internal security policies

Partner with InfoSec, Legal, and internal governance stakeholders as needed for audits, access, and data handling

Own customer escalations for Salesforce Industries products, including executive-level engagements

Ensure timely resolution of Severity 1 and mission-critical incidents

Act as a trusted advisor to customers during complex technical and architectural challenges

Collaborate with Customer Success, Product Management, Engineering and Account Teams to ensure customer health and retention

Collaborate with Success guides and Architect to bridge the gap between reactive and proactive engagement

Establish and optimize support processes, KPIs, and SLAs

Leverage data and dashboards to drive operational insights and improvements

Prepare Weekly, Monthly and quarterly business review to generate insights and drive business outcome aligned with corporate objectives

Drive root cause analysis (RCA) and systemic issue resolution

Improve Process, Tooling & Agentforce Adoption

Partner with Product Management and Engineering to influence roadmap, quality, and supportability

Provide feedback loops on product gaps, adoption challenges, and customer pain points

Participate in release readiness, incident reviews, and post-mortems

Align with Security, Compliance, and Trust teams for regulated and GovCloud customers (where applicable)

Qualification

Salesforce PlatformPublic Sector SolutionsRevenue CloudTechnical Support ManagementFedRAMP ComplianceCloud ConceptsData Security Best PracticesPeople LeadershipOperational ExcellenceCustomer ObsessionCoaching SkillsCross-Functional Collaboration

Required

8+ years of experience in technical support or customer engineering roles in SaaS / cloud environments

3+ years managing or leading a technical support team

Deep, hands-on experience with the Salesforce Platform, including at least one of: Public Sector Solutions / Government Cloud, Salesforce Industries / OmniStudio, Revenue Cloud (CPQ & Billing)

Proven track record running support for enterprise or public sector customers, ideally in regulated or high-stakes environments

Strong grounding in cloud concepts, integrations, APIs, and data/security best practices

Demonstrated ability to: Use data to manage operations (CSAT, TTR, SLA, backlog, escalations, etc.)

Own executive-facing escalations and calmly drive cross-functional resolution

Collaborate effectively with Product, Engineering, ProServ, CSMs, Architects, and other internal stakeholders

Be the primary management point-of-contact during weekend and holiday on-call coverage, supporting engineers through major incidents and Red Account outages

Must be a U.S. citizen (no dual citizenship) and willing to go through U.S. federal background clearance

Preferred

Experience with FedRAMP-authorized environments, public sector customers, or other regulated industries

Salesforce certifications such as: Administrator / Advanced Admin, OmniStudio / Industries, CPQ Specialist / Revenue Cloud, Other relevant cloud certifications

Familiarity with ITIL or similar service management frameworks

Experience leading support in multi-cloud deployments (e.g., PSS + OmniStudio + Revenue)