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Director, Technical Support Engineering

Salesforce · Posted Sep 24

Customer relationship management, cloud computing, enterprise software, and artificial intelligence solutions

India - HyderabadFull-timeHybridDirector/Executive10+ years₹90.0L–₹1.6Cr yearly100+ applicants
Cloud ComputingEnterprise SoftwareCustomer Relationship ManagementArtificial IntelligenceSaaSPublic Company
Full time

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About the role

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. This Director, Technical Support Engineering role leads a hybrid workforce of support engineers and AI agents in the region, driving Technical Support outcomes, efficiency and KPIs while redesigning case-handling workflows for the agentic era. The role owns operational improvements, customer escalation management, and team leadership including hiring, mentorship, and performance management.

What you will do

  • Own and drive Technical Support outcomes, efficiency and KPIs within region by Success Plan (Signature, Premier, Standard).
  • Facilitate operational improvements which streamline processes, leverage automation and agentic AI, eliminate inefficiencies, and enable scale.
  • Lead a hybrid workforce of engineers and AI agents — orchestrating work across both, redesigning case-handling workflows to identify where agentic AI can triage, resolve, deflect, or escalate cases autonomously, and where human judgment remains essential.
  • Personally model AI-fluent leadership by adopting Agentforce and other AI tooling in daily workflow, driving team-wide adoption and setting the standard for how the team engages with AI.
  • Represent thought leadership in the global support organization, including on how support is evolving in the agentic era.
  • Build an environment of innovation and continual improvement to re-imagine how we deliver Support to our customers.
  • Mentor team members to provide customer-centric support that solves the problem, taking into account customer preferences; troubleshooting methodology, call handling skills, and proactive diagnostic techniques; guiding customers toward self-serve support options; and developing team members' AI fluency and judgment so agentic tools amplify their technical expertise.
  • Identify training topics and schedule continuing education with a focus on career development, upskilling, and AI fluency.
  • Leadership and management of the Technical Support team including resource management, hiring, mentorship, and performance management.
  • Review and respond to customer feedback from surveys and other sources and act on feedback as needed to resolve issues permanently.
  • Develop strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams.
  • Serve as management-level escalation and pursue each escalation as an opportunity to turn the customer around and into a promoter while solving systemic issues permanently.
  • Keep informed of product plans and schedule training for Technical Support.
  • Analyze customer trends and adopt knowledge-centric support standard processes.
  • Drive close engagement with Engineering teams to address customer concerns around escalation processes, response times/problem resolution, establishing SLAs, and Top Case Drivers & Enhancements.
  • Ensure agentic AI deployed in support workflows adheres to Salesforce's Trusted AI / Responsible AI standards, maintaining accountability for oversight of AI-driven case actions and escalation outcomes.

Skills used in this role

SalesforceCRMAgentforceAIAgentic AIAutomationTechnical SupportCustomer SuccessProject ManagementProcess ImprovementSLA ManagementEscalation ManagementResource ManagementPerformance ManagementHiringMentorship

What the employer is looking for

  • BS or MS in Computer Science, or equivalent experience.
  • 10+ years experience in a technical support environment, handling highly sophisticated software issues.
  • 5+ years at the management level, leading managers in addition to individual contributors, to support large enterprise customers.
  • Demonstrated experience leading teams through AI/agentic workflow transformation, including redesigning processes to incorporate AI agents alongside human support engineers.
  • Previous experience advising and increasing the benefits of collaborating with global teams.
  • Practical experience handling multiple support teams, including outsourcers, with a good knowledge of all technical support functions and related engineering responsibilities.
  • Strong understanding of operational infrastructure, metrics, processes, systems and tools for running a global Support organization.
  • Must be capable of dealing confidently and professionally at executive level internally and with customers.
  • Consistent track record leading sophisticated processes and driving continuous process improvement.
  • Excellent project management skills, including demonstrated ability to run projects across teams where influencing skills are required.
  • Ability to respond to high-profile, high-impact customer/product partner concerns in a way that drives customer happiness.

Preferred qualifications

  • Consistent record of leading support teams and creating collaborative relationships with peers on the Support leadership team as well as Engineering, Product, Success, Services, Documentation, and Business Technology (BT).
  • Acts as a work-redesign orchestrator — continuously rethinking how support work gets done as AI capabilities evolve, rather than treating AI as a bolt-on tool.
  • Highly organized and an effective communicator and doer.
  • Has a beginner's demeanor; always looking for new ways to make things better, challenges the status quo, and is willing to experiment with and learn alongside emerging AI agent capabilities.

Benefits and support

  • 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.
  • Our "more human, less corporate" culture is built around doing work that matters, winning as a team and celebrating success.
  • One of Fortune's 100 Best Companies to Work For.

About Salesforce

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Salesforce

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Salesforce, Inc. is a leading global cloud-based enterprise software company specializing in customer relationship management (CRM) and artificial intelligence solutions. Through its integrated Customer 360 platform, the company provides applications for sales, customer service, marketing automation, e-commerce, and analytics. Powered by innovations like Agentforce, Salesforce helps businesses bridge human capability with autonomous AI agents to drive customer success.

Industry
Cloud Computing
Company size
87000+ employees
Founded
1999
Location
San Francisco, California, USA
Funding stage
Public Company

Funding

Public Company · $25B raised

Emergence CapitalMeritech Capital PartnersSunBridgeStarboard ValueWilliam Hambrecht
  • 2026-03Post-IPO Debt$25B
  • 2003-01Venture Round$1M
  • 2001-06Series D$46.9M
  • 1999-11Series C$13.2M
  • 1999-06Series B$3.8M

Leadership

MB
Marc Benioff

Chair, Chief Executive Officer & Co-Founder

RW
Robin Washington

President & Chief Operating and Financial Officer

PH
Parker Harris

Co-Founder & Chief Technology Officer, Slack

DS
David Schmaier

President & Chief Strategy Officer

Recent coverage

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