Sr Manager, Technical Support Engineering; Government Cloud & Public Sector

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Job Category:
Customer Success

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.

We're looking for a Senior Technical Support Manager to look after our Government and Public Sector support cloud team with a focus on:

• Industry Public Sector Solutions (PSS) & Gov Cloud (US-only)
• Industries Omni Studio / Industry Platform
• Revenue Cloud (CPQ, Billing)

This leader will be responsible for delivering world-class customer support, driving operational excellence, & 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.

• 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.

• Keep support workflows aligned with Gov Cloud controls, FedRAMP and internal security policies.
• Partner with Info Sec, Legal, and internal governance stakeholders as needed for audits, access, and data handling.

• 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

• 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

• 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 Gov Cloud customers (where applicable)

• 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 / Omni Studio
  • 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,…