This leader will be responsible for delivering world-class customer support, driving operational excellence, and partnering closely with Product, Engineering, Success, and Sales to support complex, mission-critical customer environments.

This role requires strong people leadership, deep technical credibility, and experience supporting enterprise-grade SaaS platforms in regulated or industry-specific environments.

Key Responsibilities

Leadership & People Management

* 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

* Partner with Recruiting and Enablement to hire and onboard top technical talent

* Identify and groom Tech leads / future managers to expand leadership capacity.

Gov Cloud Compliance & Risk Management

* Keep support workflows aligned with Gov Cloud controls, FedRAMP and internal security policies.

* Partner with InfoSec, Legal, and internal governance stakeholders as needed for audits, access, and data handling.

Customer Support & Escalation Management

* Own customer escalations for Salesforce Industries products, including executive-level engagements

* Ensure timely resolution of Severity 1 and mission-critical incidents

* Act as a trusted advisor to customers during complex technical and architectural challenges

* Collaborate with Customer Success, Product Management, Engineering and Account Teams to ensure customer health and retention

* Collaborate with Success guides and Architect to bridge the gap between reactive and proactive engagement

Technical & Operational Excellence

* Establish and optimize support processes, KPIs, and SLAs

* Leverage data and dashboards to drive operational insights and improvements

* Prepare Weekly, Monthly and quarterly business review to generate insights and drive business outcome aligned with corporate objectives

* Drive root cause analysis (RCA) and systemic issue resolution

* Improve Process, Tooling & Agentforce Adoption

Cross-Functional Collaboration

* Partner with Product Management and Engineering to influence roadmap, quality, and supportability

* Provide feedback loops on product gaps, adoption challenges, and customer pain points

* Participate in release readiness, incident reviews, and post-mortems

* Align with Security, Compliance, and Trust teams for regulated and GovCloud customers (where applicable)

Required Qualifications

* 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, including at least one of:

* Public Sector Solutions / Government Cloud

* Salesforce Industries / OmniStudio

* Revenue Cloud (CPQ & Billing)

* 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.

* Demonstrated ability to:

* Use data to manage operations (CSAT, TTR, SLA, backlog, escalations, etc.).

* Own executive-facing escalations and calmly drive cross-functional resolution.

* Collaborate effectively with Product, Engineering, ProServ, CSMs, Architects, and other internal stakeholders.

* Be the primary management point-of-contact during weekend and holiday on-call coverage, supporting engineers through major incidents and Red Account outages.

* Must be a U.S. citizen (no dual citizenship) and willing to go through U.S. federal background clearance

Preferred Qualifications

* Experience with FedRAMP-authorized environments, public sector customers, or other regulated industries.

* Salesforce certifications such as:

* Administrator / Advanced Admin

* OmniStudio / Industries

* CPQ Specialist / Revenue Cloud

* Other relevant cloud certifications.

* Familiarity with ITIL or similar service management frameworks.

* Experience leading support in multi-cloud deployments (e.g., PSS + OmniStudio + Revenue).

What You’ll Bring

* A builder mindset: you aren’t just “running the queue,” you’re improving the system.

* A calm, structured approach to high-visibility Red Accounts and escalations and executive conversations.

* A bias toward clarity, coaching, and repeatable frameworks so the team can scale with confidence.

* Passion for making complex Industry products truly supportable — and for being the connective tissue between Support and Product.

Apply now

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