Description

Job Details

Salesforce.com is the global leader in customer relationship management (CRM) software. We pioneered the shift to cloud computing, and today we're delivering the next generation of social, mobile, cloud, and agentic AI technologies that help companies redefine the way they sell, service, market and innovate—and become customer companies. We are the fastest growing of the top 10 enterprise software companies, the World's Most Creative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For. Our "more human, less corporate" culture is built around doing work that matters, winning as a team and celebrating success.

Job Responsibilities

• Own and drive Technical Support outcomes, efficiency and KPIs within region by Success Plan (Signature, Premier, Standard).
• Facilitate operational improvements which streamline processes, leverage automation and agentic AI, eliminate inefficiencies, and enable scale.
• Lead a hybrid workforce of engineers and AI agents — orchestrating work across both,



redesigning case-handling workflows to identify where agentic AI can triage, resolve, deflect, or escalate cases autonomously, and where human judgment remains essential.
• Personally model AI-fluent leadership by adopting Agentforce and other AI tooling in daily workflow, driving team-wide adoption and setting the standard for how the team engages with AI.
• Represent thought leadership in the global support organization, including on how support is evolving in the agentic era.
• Build an environment of innovation and continual improvement to re-imagine how we deliver Support to our customers.
• Mentor team members to provide customer-centric support that solves the problem, taking into account customer preferences; troubleshooting methodology, call handling skills, and proactive diagnostic techniques; guiding customers toward self-serve support options; and developing team members' AI fluency and judgment so agentic tools amplify

📌 Director, Technical Support Engineering (Hyderabad)
🏢 SalesForce-ad
📍 Hyderabad