Sr Manager, Technical Support Engineering (Government Cloud & Public Sector)

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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.

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.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $165,000 - $227,000 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.