Director, Technical Support Engineering

Salesforce
Hyderabad, Bengaluru
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Leadership","Mentorship","Communication","Project management","Continuous improvement"]

Lead Technical Support outcomes for Success Plan segments by owning regional efficiency and KPIs. Drive operational improvements through automation and agentic AI, redesigning case-handling workflows for autonomous triage, resolution, deflection, or escalation while preserving human judgment where needed. Manage and mentor a hybrid team of engineers and AI agents, represent thought leadership globally, and partner closely with Engineering to improve SLAs, response times, and Top Case Drivers.

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FursaFursa
Salesforce
Salesforce
3 days ago

Director, Technical Support Engineering

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Lead Technical Support outcomes for Success Plan segments by owning regional efficiency and KPIs. Drive operational improvements through automation and agentic AI, redesigning case-handling workflows for autonomous triage, resolution, deflection, or escalation while preserving human judgment where needed. Manage and mentor a hybrid team of engineers and AI agents, represent thought leadership globally, and partner closely with Engineering to improve SLAs, response times, and Top Case Drivers.
Location: Hyderabad, Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Director level

Key Responsibilities

  • •Own and drive Technical Support outcomes, efficiency, and KPIs within the region by the Success Plan (Signature, Premier, Standard).
  • •Facilitate operational improvements by streamlining processes, leveraging automation and agentic AI, and eliminating inefficiencies to enable scale.
  • •Lead a hybrid workforce of engineers and AI agents by orchestrating work, redesigning case-handling workflows, and determining where autonomous vs. human judgment is needed.
  • •Provide management-level escalation and use each escalation to turn customers into promoters while permanently addressing systemic issues.
  • •Ensure agentic AI deployed in support workflows adheres to Salesforce Trusted AI/Responsible AI standards, maintaining oversight and accountability for outcomes.

Key Requirements

  • •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 and individual contributors to support large enterprise customers.
  • •Demonstrated experience leading teams through AI/agentic workflow transformation, including redesigning processes to incorporate AI agents.
  • •Strong operational understanding of metrics, processes, systems, and tools for running a global Support organization.
Experience:Enterprise softwareTechnical supportAIAgentic AI
Education:Bachelor's
Skills:LeadershipMentorshipCommunicationProject managementContinuous improvement
Tech Stack:AgentforceAIAgentic AIAutomationTrusted AIResponsible AI

Company Brief

Salesforce
Provides a leading cloud-based customer relationship management (CRM) platform with sales, service, marketing, analytics, and integration tools that empower businesses to manage customer relationships and digital transformation at scale.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 1999
Glassdoor
Glassdoor: 4.1
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