Director, Technical Support Engineering
Salesforce, Inc. (company site, opens in a new tab)10+ yrsHyderabadOn-siteDirect career pageEst. 50–90 LPA
Posted on 25 Aug
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Job description
Structured overview of role & requirements
About This Role
- Own and drive technical support outcomes, efficiency, and KPIs across regional support plans (Signature, Premier, Standard).
- Lead a hybrid team of engineers and AI agents to redesign case-handling workflows enabling AI-driven triage, resolution, and escalation.
- Represent thought leadership in support evolution, mentor team members on AI fluency, and improve customer experience and team performance.
Minimum Requirements
- 10+ years experience in technical support handling sophisticated software issues.
- 5+ years management experience leading managers and individual contributors supporting large enterprise customers.
- Experience leading AI/agentic workflow transformation and incorporating AI agents alongside human support engineers.
- Bachelor's or Master's degree in Computer Science or equivalent experience.
Ideal Candidate Profile
- Proven leadership in managing large support teams collaborating with cross-functional leadership (Engineering, Product, Success, Services, etc.).
- Strategic thinker who continuously rethinks and redesigns support workflows as AI capabilities evolve rather than viewing AI as a bolt-on tool.
- Strong project management skills with ability to influence across teams, respond confidently to executive-level concerns, and drive continuous process improvement.