Salesforce
Technology
Director,TechnicalSupportEngineering-Slack-FY27-H1-2
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“Director, Technical Support Engineering-Slack-FY27-H1-2 at Salesforce. Skills: Customer Success, Technical Support Engineering, AI CRM. Shape strategy. Manage team capacity”
What You'll Achieve.
Ensure best-in-class project success rates; Ensure predictability; Maximize effectiveness; Prevent burnout; Maintain laser focus on quality; Maintain laser focus on value delivery; Drive success; Drive improvements in technical health
Industry & Context.
Problem-solving grit
What They're Looking For.
Must Have
15+ years of experience in Customer Success, 15+ years of experience in Solution Architecture
What You'll Do.
Align with stakeholders
Enable scalable impact
Lead operational cadence
Ensure capacity planning
Maximize effectiveness
Lead high-performing team
Deliver architectural thought leadership
Provide technical strategy guidance
Drive customer success vision
Build resilient organization
Build knowledgeable organization
Build future-proof organization
Define delivery frameworks
Enforce delivery frameworks
Define architectural governance
Enforce architectural governance
Define quality standards
Enforce quality standards
Ensure project success
Ensure predictability
Recruit technical resources
Hire technical resources
Onboard technical resources
Context-switch effectively
Contribute to recruiting
Contribute to onboarding
Foster high-performance culture
Drive career development
Cultivate technical leaders
Elevate architectural competency
Manage engagement intake
Manage engagement execution
Drive customer success
Improve technical health
Oversee team capacity
Balance high-priority requests
Balance long-term planning
Ensure efficient expertise deployment
Ensure timely delivery
Drive targeted skill development
Drive succession planning
Drive onboarding programs
Act as escalation point
Handle high severity issues
How You'll Work.
Team & Collaboration
Connect Cloud Success Group; Connect Go-To-Market teams; Connect Product stakeholders; Connect Technology stakeholders; Engage senior leaders; Align senior leaders
Communication Scope
Written communication; Verbal communication; Complex technical ideas; Business strategy; Executive forums; Customer engagements; Technical concepts; Product vision
Process & Methodology
Capacity planning, Resource alignment, Prioritization, Workload balancing, Schedule management
Full Job Description
_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. 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. The Success Architect team within Cloud Success is home to Salesforce’s most skilled subject matter experts across products, programs, and processes. As a leader / Director on this team, you will play a pivotal role in shaping strategy, managing team capacity, aligning with key stakeholders, and enabling scalable impact across our customer base. In this leadership position, you will be responsible for leading the operational cadence of the Success Architect function. You will ensure optimal capacity planning and resource alignment acros
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