Description
About the Role
We’re looking for a Senior Technical Support Manager to lead and scale our Government and Public Sector support cloud team with a focus on:
* Industry Public Sector Solutions (PSS) & Gov Cloud (US-only)
* Industries OmniStudio / Industry Platform
* Revenue Cloud (CPQ, Billing)
This leader will be responsible for delivering world-class customer support, driving operational excellence, and 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.
Key Responsibilities
Leadership & People Management
* 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.
Gov Cloud Compliance & Risk Management
* Keep support workflows aligned with Gov Cloud controls, FedRAMP and internal security policies.
* Partner with InfoSec, Legal, and internal governance stakeholders as needed for audits, access, and data handling.
Customer Support & Escalation Management
* 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
Technical & Operational Excellence
* 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
Cross-Functional Collaboration
* 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 GovCloud customers (where applicable)
Required Qualifications
* 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 / OmniStudio
* 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, etc.).
* Own executive-facing escalations and calmly drive cross-functional resolution.
* Collaborate effectively with Product, Engineering, ProServ, CSMs, Architects, and other internal stakeholders.
* Be the primary management point-of-contact during weekend and holiday on-call coverage, supporting engineers through major incidents and Red Account outages.
* Must be a U.S. citizen (no dual citizenship) and willing to go through U.S. federal background clearance
Preferred Qualifications
* Experience with FedRAMP-authorized environments, public sector customers, or other regulated industries.
* Salesforce certifications such as:
* Administrator / Advanced Admin
* OmniStudio / Industries
* CPQ Specialist / Revenue Cloud
* Other relevant cloud certifications.
* Familiarity with ITIL or similar service management frameworks.
* Experience leading support in multi-cloud deployments (e.g., PSS + OmniStudio + Revenue).
What You’ll Bring
* A builder mindset: you aren’t just “running the queue,” you’re improving the system.
* A calm, structured approach to high-visibility Red Accounts and escalations and executive conversations.
* A bias toward clarity, coaching, and repeatable frameworks so the team can scale with confidence.
* Passion for making complex Industry products truly supportable — and for being the connective tissue between Support and Product.