Manager, Technical Support Engineering

Salesforce, the global leader in CRM software, is seeking a Technical Support Manager to lead and develop a team of Support Engineers. This role is crucial for ensuring customer success through effective team management and process optimization. The position requires a seasoned professional with 10+ years of experience, including 4-5 years in technical support management.

The role involves managing a 24x7 Support Hub in Hyderabad/Bangalore, requiring flexibility with shift work. The ideal candidate will be responsible for handling critical customer escalations, driving team performance, and maintaining high customer satisfaction levels. They will need to demonstrate strong leadership abilities, excellent communication skills, and a deep understanding of technical support operations.

Key responsibilities include setting and achieving team goals, providing training and mentorship, managing performance reviews, and representing the Support department in cross-organizational initiatives. The role requires someone who can balance multiple priorities, from day-to-day team management to strategic planning and organizational development.

Salesforce offers a unique culture described as "more human, less corporate," focused on doing meaningful work and winning as a team. The company is recognized as one of the World's Most Innovative Companies and among Fortune's 100 Best Companies to Work For. This role presents an excellent opportunity for a technical leader who wants to make a significant impact in a world-class organization while developing the next generation of support leadership.