Director of Production Support Engineering

This director role focuses on leading a team of highly skilled production support engineers, defining a long‑term roadmap, ensuring reliability across legacy and modern environments, and driving AI integration.

• 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. Provide technical mentorship, career development, and maintain 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 resilience across global geographies.

• Legacy & Custom Operations:
  Oversee maintenance and support of legacy environments and bespoke customer deployments, ensuring a seamless experience for long‑term partners during transition to the modern stack.

• Compliance & Sovereignty Strategy:
  Act as the primary stakeholder for Private Cloud Edition (PCE) and Government Cloud initiatives, ensuring 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. 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, integrating AI into the development workflow to deliver secure, optimised, 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 a shared system context—an explicit repository of system designs, constraints, and standards enabling AI to operate accurately and reliably.

• Critically evaluate code—human or AI‑generated—for correctness, quality, security, and performance.

• 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:
  Comfortable reviewing architecture designs for Kubernetes, Terraform, and distributed databases such as PostgreSQL, and understanding operational nuances of AI/GPU workloads.

• Experience at Scale:
  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:
  Ability to articulate a complex technical vision and turn it into an actionable roadmap that stakeholders rally behind.

• Enterprise Savvy:
  Experience supporting large 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 optimise team workflows and a clear vision for how AI will transform the future of production support.

• Demonstrated AI‑first approach to engineering, using AI to move faster, build fluency across the stack, and contribute beyond specialty.

• Experience using AI tools (e.g., Claude Code, Git Hub Copilot, Codex, Cursor, etc.) in development workflows.

• Advanced prompt‑engineering skills and the ability to write precise, structured prompts and cultivate system context that makes AI outputs reliable, secure, and production‑ready.

• 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)…