Manager, Technical Support Engineering

Responsibilities

• Drive global operational excellence and metric rigor to ensure high customer satisfaction for Slack product support.
• Manage workforce and coverage strategies to ensure seamless 24/7 global support across multiple shifts (APAC, EMEA, or AMER).
• Lead high-priority escalation management and incident response to minimize business disruption.
• Optimize technical efficiency by identifying case trends and implementing automation and scalable solutions.
• Collaborate cross-functionally with Product and Engineering teams to drive organizational outcomes and process standardization.
• Cultivate a high-performance team culture through active coaching, mentorship, and technical training.

Requirements

• 8+ years of experience in Technical Support.
• 2+ years of experience in a management role leading technical teams.
• Proven experience managing teams specifically responsible for Product Support.
• Strong working knowledge of the Salesforce/Slack platform and enterprise-level support tools.
• Bachelor's degree in a technical domain.
• Ability to work flexible shifts (APAC, EMEA, or AMER EST/PST) based on business needs.

Preferred Qualifications

• Demonstrated expertise in complex escalation management and cross-functional stakeholder engagement.
• Strong analytical skills with the ability to translate complex data into actionable strategic insights.
• Experience leading business transformation and large-scale operational initiatives.

About the Company

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. We are a company driven by innovation, trust, and a commitment to using business as a platform for positive change. Join us as a Trailblazer and help redefine the future of work through AI and cutting-edge technology.