Director, Technical Support Engineering

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Director
Technical Support Engineering

Mexico City

Job Description Summary

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three innovative ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s “World’s Most Innovative Company” five years in a row and one of Fortune’s “100 Best Companies to Work For” eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals tremendous opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.

Reporting to the Vice President of Product Success, this person will own delivery of support services for the Latam region across Core clouds. As a leader of Support for our Mexico City hub, this person has a high degree of visibility within the broader global support organization.

Job Responsibilities

• Own and drive Technical Support outcomes, effectiveness and important metrics within AMER/LATAM region by Success Plan (Signature, Premier, Standard)
• Facilitate operational improvements which streamline processes, leverage automation, eliminate inefficiencies and enable scale.
• Represent thought leadership in the global support organization
• Create an environment of innovation and continual improvement to re-imagine how we deliver Support to our customers.
• Coach team members provide customer-centric support that solves the problem, taking into account customer preferences; troubleshooting methodology, call handling skills, and proactive diagnostic techniques; and guiding customers toward self-serve support option
• Identify training topics and schedule continuing education with a focus on career development and upskilling
• 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.
• Drive a close engagement with Engineering Teams to address customer concerns around critical issue processes, response times/problem resolution, establishing SLAs and Top Case Drivers & Enhancements
• Partner with Digital Customer Success team and oversee strategic projects to improve customer self service
• Analyze Customer trends and adopt knowledge centric support standard methodologies

Preferred Qualifications and Skills

• 10+ years experience in a technical support environment, handling highly complex software issues.
• 5+ years at the management level, managing managers in addition to individual contributors, to support large enterprise customers.
• Previous experience directing and improving the benefits of collaborating with global teams.
• Practical experience managing 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.
• Proven ability to manage complex processes and drive continuous process improvement.
• Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required.
• Ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer satisfaction.
• Proven track 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)
• Highly organized and an effective communicator and influencer
• Has a beginn

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. 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. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.