Manager, Technical Support Engineering jobs in Hyderabad

Job Category

Customer Success Job Details About Salesforce We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place. A Technical Support Manager is responsible for ensuring the success of our customers by effectively managing a team of Technical Support Engineers (Salesforce Product Suite Technical Experts) along with associated support projects and processes. This role involves handling critical customer escalations, career development of individuals, and project manage processes. Apart from day-to-day activities, the candidate is expected to be involved in strategic planning to grow the team, run projects of organizational importance, guide / mentor next cadre of leadership as per Salesforce values, while being a face of organization to the wider world The candidate is expected to be independent, self-motivated, proactive, results-oriented and able define and provide a high level of customer satisfaction through the delivery of world-class support services. Responsibilities: Lead a team of Support Engineers Lead the daily operations of the team members, including schedules, case and phone routing as well as coverage, out of office coordination, health check delivery, etc. Manage support level and customer satisfaction metrics; ensure the support key metrics are being met and exceeded. Manage a team of highly skilled engineers to handle daily case volume and customer escalations. Hire, develop and evaluate personnel to ensure an efficient business operation. Coordinate with other Customer Support Managers to ensure optimal allocation of resources across overall caseload demand. Manage case trend analysis to help solve issues that are recurring themes. Conduct regular 1:1 meetings and formal reviews with team members to monitor progress, set expectations and to coach and develop employee skills. Receive and manage customer complaints and escalate to appropriate personnel ensuring successful and timely resolution. Identify and champion changes to methods, processes, systems and technologies to improve operational metrics. Ensure team has access to development tools, enablement, methodologies and any resources needed. Collaborate closely with peer managers as part of a global team to ensure global goals are met. Have a working knowledge of managing a Software Development Team and familiarity with force.com platform.

Experience/Skills Required: 5+ years experience working in critical support operations 4+ years in support management or support operations lead position, ideally managing developer support resources Outstanding written and verbal communication skills Knowledge of SaaS applications and platforms Knowledge of software development methodologies, development life-cycles, and use of development tools in a support -capacity Ability to lead a team of engineers through technical escalations efficiently and appropriately Ability to effectively work within tight schedules and fast paced environment Ability to attract, hire and retain high-performing support professionals Ability to be creative and innovative. Discover and lead projects where value can be added to a global organization. Experience/Skills Desired Bachelor’s degree in Computer Science or Business Management with technical focusAbility to attract, hire and retain high-performing support professionals Functional or technical knowledge of one or more of the Salesforce products Experience working in a bilingual global customer centered work environment. Experience using Salesforce Service Cloud system

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