Salesforce

Director of Production Support Engineering

Salesforce • $197K — $313K *
Seattle, WA 98115In-Person
Enterprise Technology
8 - 10 years of experience
1 month ago
Job Overview by Ladders

Qualifications

  • 10+ years in Production Engineering, SRE, or Infrastructure roles, with 3-5 years in people management.
  • Strong technical skills in Kubernetes, Terraform, and distributed databases like PostgreSQL.
  • Experience managing production environments during scaling phases, preferably in multi-region/multi-cloud settings.
  • Ability to translate complex technical visions into actionable roadmaps for stakeholder alignment.
  • Familiarity with supporting enterprise customers and custom deployment for high-compliance environments.
  • Proven leadership during major incidents and architectural migrations.
  • Experience with AI tools to enhance workflows and a strategic outlook on AI in production support.

Responsibilities

  • Devise a long-term infrastructure strategy for AI product innovation and enterprise-grade reliability.
  • Manage and develop a team of Production Support Engineers, focusing on mentorship and culture.
  • Lead the transition to a resilient multi-region and multi-substrate Salesforce cloud model.
  • Oversee maintenance of legacy environments ensuring seamless customer experiences during transitions.
  • Act as the stakeholder for Private Cloud and Government Cloud initiatives, meeting regulatory requirements.
  • Define team standards for SLIs, SLOs, and error budgets while ensuring production improvements.
  • Collaborate with cross-functional leaders to align infrastructure investments with business goals.

Benefits

  • Resources supporting work-life balance.
  • Access to AI tools that enhance professional impact.
  • Opportunities for career development and growth.
  • A high-performance, supportive working culture.
Full Job Description
To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category
Software Engineering

Job Details

What You'll Do

As the Director of Production Support Engineering, you will be the strategic leader and people manager for our embedded reliability organization. You will lead a high-caliber team of Lead and Principal Engineers (LMTS/PMTS) who are integrated directly into the product lifecycle.

Your challenge is one of orchestration and strategy. You will be responsible for defining the roadmap that allows us to scale our commercial Salesforce offering into a multi-region, multi-substrate powerhouse. Simultaneously, you will oversee the stability of our legacy and custom enterprise environments, ensuring our most critical customers receive "five-nines" reliability. You will also be the lead architect for our future, charting the course for Private Cloud Edition (PCE) and Government Cloud offerings that require the highest levels of security and sovereignty.

Responsibilities
  • Strategic Roadmap & Vision: Devise and champion a long-term infrastructure strategy that balances rapid AI product innovation with the rigorous demands of enterprise-grade reliability and global scale.
  • People Leadership: Manage and grow a world-class team of Production Support Engineers. You will be responsible for technical mentorship, career development, and maintaining a high-performance, low-ego culture.
  • Multi-Substrate Scaling: Lead the transition to a multi-region and multi-substrate deployment model within the Salesforce commercial cloud, ensuring our "Super Agent" architecture is resilient across global geographies.
  • Legacy & Custom Operations: Oversee the maintenance and support of our legacy environments and bespoke customer deployments, ensuring a seamless experience for long-term partners as they transition toward our modern stack.
  • Compliance & Sovereignty Strategy: Act as the primary stakeholder for our Private Cloud (PCE) and Government Cloud initiatives, ensuring our infrastructure meets strict regulatory and data-residency requirements without sacrificing developer velocity.
  • Operational Excellence: Define and hold the team accountable to SLIs, SLOs, and error budgets. You will lead the "incident-to-insight" loop, ensuring production issues result in structural improvements to the product.
  • Stakeholder Management: Collaborate with Product, Engineering, and Security leadership to align infrastructure investments with the broader business goals of the Agentforce ecosystem.
  • Build and ship high-quality, production-grade software using modern engineering practices, with AI as a core part of your development workflow by pushing the boundaries of AI development tools to deliver secure, optimized, and high-quality code.
  • Design and orchestrate complex systems where AI agents integrate seamlessly into human workflows, driving efficiency and innovation at scale.
  • Contribute to building and maintaining the shared system context, an explicit repository of system designs, constraints, and standards that enables AI to operate accurately and reliably.
  • Critically evaluate code (Human or AI-generated) for correctness, quality, security, and performance


Required Qualifications
  • 10+ years of experience in Production Engineering, SRE, or Infrastructure roles, with at least 3-5 years in a formal people management capacity.
  • Deep Technical Roots: You must remain highly technical. You are comfortable reviewing architecture designs for Kubernetes, Terraform, and distributed databases (PostgreSQL), and you understand the operational nuances of AI/GPU workloads.
  • Experience at Scale: A proven track record of managing production environments through a "1 to 100" scaling phase, ideally in a multi-region or multi-cloud context.
  • Strategic Clarity: Demonstrated ability to articulate a complex technical vision and turn it into an actionable roadmap that stakeholders can rally behind.
  • Enterprise Savvy: Experience supporting "Big Iron" enterprise customers with custom deployment needs and high-compliance requirements.
  • High-Stakes Leadership: Proven ability to lead through major incidents and complex architectural migrations with a calm, decisive approach.
  • AI-Forward Mindset: Experience leveraging AI tools to optimize team workflows and a clear vision for how AI will transform the future of production support.
  • A demonstrated, genuine AI-first approach to engineering. Using AI to move faster, build fluency across the stack, and contribute well beyond your core specialty.
  • Experience using AI tools (e.g., Claude Code, GitHub Copilot, Codex, Cursor, etc.) in development workflows
  • Advanced prompt engineering skills and the ability to write precise, structured prompts and cultivate the system context that makes AI outputs reliable, secure, and production-ready.


Preferred Qualifications
  • Experience with Government/Sovereign Clouds: Direct experience navigating FedRAMP, IL5/IL6, or similar high-security compliance frameworks.
  • Salesforce Infrastructure Knowledge: Familiarity with Hyperforce, Salesforce Data Cloud, or the internal mechanics of a "Private Cloud Edition."
  • Hybrid Infrastructure: Experience managing the bridge between public cloud (AWS/GCP/Azure) and specialized enterprise environments.
  • Advanced Degree: M.S. in Computer Science or a related technical field.


Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.

About Salesforce

ExactTarget is a provider of on-demand email marketing software solutions. Their suite of on-demand one-to-one marketing applications enables clients to send business-critical and event-triggered communications to increase sales, optimize marketing investments, and strengthen customer relationships. They offer four editions of their on-demand software application along with integrated solutions such as ExactTarget for AppExchange and ExactTarget for [Microsoft](/organization/Microsoft) Dynamics CRM.

Salesforce Careers

Joining Salesforce means becoming part of a dynamic, global team of professionals who are deeply committed to driving customer success and innovation. As the world's leading Customer Relationship Management (CRM) platform, Salesforce offers unparalleled job opportunities in technology and consulting, making it an ideal place for ambitious individuals looking to make a significant impact.

Work You'll Do

At Salesforce, every position is a chance to leverage your skills and creativity to transform businesses and industries. Our diverse team of experts collaborates to deliver cutting-edge solutions that foster growth and enhance leadership capabilities. By joining our team, you'll be at the forefront of digital innovation, using Salesforce's powerful platform to help clients navigate their transformation journeys.

Innovate and Lead

Salesforce is not just a company; it's a community where you can lead with your ideas and see them come to life. Our culture of innovation encourages you to challenge the status quo and push the boundaries of what's possible. With Salesforce, you'll work alongside leaders in technology and business who are committed to your growth and professional development.

Career Growth and Opportunities

Whether you're looking for an internship, a full-time position, or leadership roles, Salesforce provides a wealth of opportunities to advance your career. Our commitment to professional growth is reflected in our robust training programs, including leadership development and diversity training, designed to help you excel at every stage of your career.

Be Part of a Great Team

Salesforce prides itself on a culture that values diversity, teamwork, and open communication. We believe that our strength lies in our people, and we're committed to creating an environment where everyone can thrive. Joining our team means being part of a supportive community that encourages networking and collaboration.

Benefits and Culture

At Salesforce, we understand that job satisfaction extends beyond the office. That's why we offer competitive benefits to support the health, well-being, and financial security of our employees and their families. From health insurance and retirement plans to wellness programs and flexible working arrangements, we provide the benefits that contribute to a better work-life balance.

Explore Job Opportunities

Ready to take the next step in your career? Explore the wide range of employment opportunities at Salesforce. From technical roles to customer engagement positions, we are continuously hiring talented individuals who are passionate about making a difference.

Stay Connected

Keep up to date with the latest at Salesforce by following our careers blog. Gain insights from the people who work here and learn how you can bring your career to the next level with Salesforce.

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Learn more about Salesforce
Size
73,541 employees
Market Cap
$130.4 billion
Industry
Enterprise Technology
Net Income
$4 billion
Founded
2000
5 Year Trend
+25.7%
Revenue
$21.2 billion
NASDAQ
CRM
* Ladders Estimates

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