Director, Technical Support Engineering Job in Salesforce Inc

* BS or MS in Computer Science, or equivalent experience.
* 15+ years experience in a technical support environment, handling highly complex software issues.
* 5+ years at the management level, managing managers in addition to individual contributors, to support large enterprise customers.
* Previous experience directing and maximizing the benefits of collaborating with global teams.
* Practical experience managing multiple support teams, including outsourcers, with a good knowledge of all technical support functions and related engineering responsibilities.
* Strong understanding of operational metrics, processes, systems and tools for running a global Support organization
* Must be capable of dealing confidently and professionally at executive level internally and with customers.
* Proven ability to manage complex processes and drive continuous process improvement.
* Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required.
* Ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer satisfaction.