Director of Production Support Engineering

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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.

Join an agile team with deep startup roots. We operate as a high-velocity 'startup-within-Salesforce,' following our recent acquisition. We have successfully navigated the "0 to 1" journey and are now scaling Agentforce for Supply Chain from 1 to 100. This involves moving beyond a single-stack startup architecture into a sophisticated, multi-environment global operation that serves the world's largest enterprises and government entities.

This is a unique leadership opportunity to manage the production excellence of a high-growth AI product while balancing a complex technical landscape: from our modern Salesforce-native deployment to legacy environments and highly specialized custom deployments for global tier-one customers.

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.

• 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…