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

Salesforce
Bengaluru, IND
Full-time
Senior · 7+ years experience
Hybrid
Discovered 1 weeks ago
Salesforce
Free

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Minimum Qualifications

  • 9+ years of overall professional experience, including at least 5 years in a technical support role and 2+ years managing technical support professionals.
  • 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.).

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.
  • Unleash Your Potential
  • When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate your impact so you can do your best . Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.
  • Accommodations
  • If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form .
  • Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.
  • Posting Statement
  • Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

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