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

Your Impact:

• Lead High-Performance Teams: Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.

• Drive Strategic Alignment: Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.

• Empower Employee Success: Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers. Ensure the delivery of high-quality technical and soft-skills training for direct reports.

• Cultivate Talent: Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed-upon performance and employee development goals. Serve as a manager, mentor, and escalation point for Support employees; Build credibility and trust within the support group.

• Champion the Customer: Communicate effectively to customers when representing Global Support in meetings with customers. Advocate for customers and define ways to continually add value to the customer experience.

• Operational Excellence: Manage workflows and schedules for direct reports and ensure adequate workload coverage. Manage key processes including FAQ analysis, case reviews, and customer feedback analysis. Develop and maintain Support procedures and policies.

• Cross-Functional Collaboration: Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management.

• Business Intelligence: Deliver regular reports that provide qualitative and quantitative descriptions of business performance.

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.