Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

At Salesforce, trust is our #1 priority. Our cloud applications handle billions of transactions every single day for 100,000+ companies who demand high quality, responsiveness, and predictability! Performance issues and functional bugs must be identified and resolved quickly. As a critical escalation point for challenging customer-impacting incidents, the Customer Centric Engineering (CCE) team ensures the continued success of our large customer base by investigating, reproducing, and diagnosing complex technical issues.

To be successful in this role, the right person should have leadership experience in a global SaaS-based engineering or technical support organization, leading software engineers and/or technical escalations for large and strategic customers. The ideal candidate has a good understanding of software engineering, technical escalation procedures and the key drivers of customer satisfaction. This person will have a consistent record of engaging with customers - both internal and on occasion external - to instill confidence in technical resolution plans.
 

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Responsibilities

Lead a team of CCE Availability engineers to achieve objectives including the attainment of targets for resolution time and

Be accountable for the success of the team, providing coaching, mentorship and support to help them develop professionally as well as achieve their delivery goals.

Build relationships with teams across the organization, including software engineering, site reliability, infrastructure, and Customer Support. Be an ambassador for Customer Trust and drive accountability through influence.

Quarterback highly visible, critical technical escalations ensuring timely and complete resolution. Lead cross-functional efforts to solve for the root cause. Inspire trust and confidence in Salesforce when communicating with customers.

Drive cross-departmental critical initiatives identified in partnership with various stakeholders such as Technical Support, Software Engineering, and Infrastructure.

Requirements

8 + years of experience in product management, software engineering, technical support, or a similar technical role, and 3+ years of people management.

The ability to apply a wide range of managerial tools to ensure that individuals and teams are organized, motivated and informed, and to choose the best one for a given situation.

Deep empathy for the customer mindset; think customer-first and effectively prioritize and escalate customer issues as required.

Outstanding interpersonal skills conducive to collaboration and building bridges across organizational boundaries, including at the executive and C-level.

Ability to thrive in a dynamic, fast-paced environment where you must execute at both the strategic and tactical level, and have fun while doing what it takes to get things done!

Familiarity with the database, application and network technologies used in Cloud Computing (e.g. knowledge of network topologies and devices, database concepts and SQL, multi-tenancy).

BA/BS Degree (or equivalent) in technical field.

*LI-Y

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.
For California-based roles, the base salary hiring range for this position is $200,800 to $334,600.
Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.