Lead, mentor, and scale a team of Senior Support Engineers
Drive performance management, career development, and succession planning
Foster a culture of customer obsession, accountability, and continuous improvement
Own customer escalations for Salesforce Industries products, including executive-level engagements
Ensure timely resolution of Severity 1 and mission-critical incidents
Collaborate with Success guides and Architect to bridge the gap between reactive and proactive engagement

Requirements

8+ years of experience in technical support or customer engineering roles in SaaS / cloud environments.
3+ years managing or leading a technical support team.
Deep, hands-on experience with the Salesforce Platform
Proven track record running support for enterprise or public sector customers, ideally in regulated or high-stakes environments.
Strong grounding in cloud concepts, integrations, APIs, and data/security best practices.
Must be a U.S. citizen (no dual citizenship) and willing to go through U.S. federal background clearance

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Salesforce Platformcloud conceptsintegrationsAPIsdata best practicessecurity best practices

leadershipmentoringperformance managementcareer developmentcustomer obsessionaccountabilitycontinuous improvement