Manager, Technical Support Engineering (Enterprise SaaS Exp. Mandatory)

Responsibilities:

• Drive AI-driven case resolution workflows across the support engineering team — ensuring engineers utilize AI-assisted diagnostic and troubleshooting tools as the first step in root cause analysis to reduce MTTR and improve case quality
• Oversee team usage of Salesforce Einstein Case Classification, AI-powered log analysis tools, and coding assistants to investigate complex issues, reproduce bugs, and streamline high-quality escalation summaries
• Lead the building and maintenance of AI-optimized knowledge base content, guiding the team on using generative AI to improve technical runbooks, troubleshooting guides, and documentation coverage
• Monitor operational adoption of AI-powered case similarity and semantic search tools to surface relevant precedents and resolve customer issues with greater speed and accuracy
• Required Qualifications:
• Demonstrated experience managing or leading technical support teams that utilize AI tools for problem-solving — including AI-assisted diagnostics, Salesforce Einstein features, or coding assistants (e.g., GitHub Copilot)
• Strong operational judgment to validate team-level AI-generated outputs and establish clear governance for when escalation or senior human review is required
• Ability to train support engineers on writing clear, structured prompts to extract technically accurate outputs and apply them to real-world customer scenarios
• Proven familiarity with AI capabilities within Salesforce Service Cloud and a proactive track record of driving team adoption of new AI toolsets as they evolve
• Desired Qualifications: Ability to attract, hire and retain high-performing support professionals. Functional or technical salesforce.com knowledge.
• Note: This role is office-flexible, and the expectation is to work from the Bangalore or Hyderabad office three days per week.