Director, Technical Support Engineering-Slack
Salesforce INC · 🌍 India - Bangalore
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About the role
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. Job Description 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 core Value. 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 Job Description We are seeking a proven and strategic Director of Technical Support - Slack - to lead a team of Support Managers and engineers who support our customers and partners. This position will be working within the Slack Customer success business. This individual will lead a highly visible and motivated team and will interact extensively with Support leaders across the rest of the world. This individual would be expected to work on customer escalations, collaborate with TMP and also global business teams. Should be able to partner and drive cross cloud collaboration. This individual would be expected to champion and drive High performance Culture within their teams. The ideal candidates should possess extensive Technical Support leadership experience, preferably supporting global clients in a cloud or software environment as well as key customer events. The candidate is expected to be independent, self-motivated, upskill, proactive, results-oriented and able to define and provide a high level of customer satisfaction through the delivery of world-class technical support services. Knowledge of Core cloud, experience working on prevention and self help is preferred. Experience/Skills Required: • Ability to effectively work with tight schedules and a fast paced environment • Minimum of a Bachelor's degree is mandatory • Minimum of 15 - 18 years leading technical support professionals • Ability to successfully communicate and coordinate with departments across the organisation including Sales, Consulting, CSM, QA, Program Management, and Product Management • Ability to understand and escalate issues efficiently and appropriately • Demonstrate strong work ethic and advanced organizational skills • Ability to develop and deliver creative business solutions for complex problems • Ability to effectively work with tight schedules and a fast paced environment • Ability to attract, hire and retain high-performing support professionals • Functional or technical salesforce.com application knowledge • Functional / Technical expertise to understand customer implementation of salesforce technologies and drive the team to predict, prevent issues • Embody Salesforce values and provide exemplary leadership • Manage support teams to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines • Set team goals in alignment with Global Support objectives. Assist direct reports in the d