Vice President of Technical Support Engineering (Agentforce and Data 360)

Join Salesforce as the Vice President of Technical Support Engineering, where you will lead a global team of Senior Directors and Directors, set the vision for Technical Support, and drive measurable improvements in customer health and team performance. You will represent Technical Support in executive forums, maintain command of global operational metrics, and build trusted relationships with C-level stakeholders. This role requires a proven track record in senior management positions, experience in technical support, and exceptional executive communication skills.

• Definir y comunicar una estrategia global audaz y basada en datos para el soporte técnico que se alinee con las prioridades más amplias de la empresa.
• Operar como líder ejecutivo de líderes, desarrollando e inspirando a un equipo de Directores Senior y Directores, cada uno responsable de sus propias organizaciones de alto rendimiento.
• Establecer el modelo operativo, los estándares de rendimiento y la cultura para el soporte técnico a escala global, y representar al soporte técnico como una voz estratégica en foros ejecutivos.
• Demonstrated ability to own and resolve the most complex, highest-visibility customer situations at the C-suite and board level
• 10+ years in senior management positions, with 5+ years leading teams of Senior Directors or Directors (executive leader of leaders experience required)
• Proven track record building and scaling Premium, Signature, or Mission Critical support programs at global enterprise scale
• 15+ years in technical support
• Deep familiarity with CRM, SaaS, or cloud-based enterprise software — Salesforce platform experience strongly preferred
• Proven ability to present data-driven investment cases and business narratives to ELT, C-suite, and board-level audiences
• Track record of driving transformational operational improvement grounded in data (e.g., materially reducing TTR, elevating CSAT, optimizing global team performance)
• Exceptional ability to synthesize complex operational data into strategic insights, investment decisions, and executive-level communications
• Experience building or transforming support analytics capabilities at organizational scale
• Proven ability to build long-term trust with senior customer executives and internal ELT leadership through consistent delivery, transparency, and strategic partnership
• Comfortable operating with high ambiguity and leading through complexity, change, and organizational transformation
• Outstanding executive communication skills — written, verbal, and presentation — with the credibility to lead board-level and C-suite conversations
• Track record of influencing and aligning cross-functional partners at the highest levels of Engineering, Product, Sales, and Finance
• Degree or equivalent relevant experience required. Experience will be evaluated based on the Values & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
• Willingness to travel globally to support strategic customers and executive alignment
• Demonstrated commitment to building diverse, inclusive, and high-performing global organizations
• Proven ability to operate across both the visionary and executional spectrum — setting the long arc of strategy while maintaining organizational accountability
• Deep experience developing senior leaders — coaching Senior Directors and Directors to grow their strategic impact and executive readiness
• Strong track record of employee engagement, retention, and executive succession planning