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

Salesforce•Boston, MA

About The Position

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.

Requirements

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

Nice To Haves

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).
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.

Responsibilities

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.
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.
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
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
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)

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.

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