Director of Production Support Engineering

About the role

Salesforce is seeking a Director of Production Support Engineering to lead the reliability and scalability of our AI-driven product, Agentforce. This role requires a deep understanding of production environments, strategic planning, and strong leadership skills.

Responsibilities

• Devise and champion a long-term infrastructure strategy that balances AI product innovation with enterprise-grade reliability and global scale.
• Manage and grow a world-class team of Production Support Engineers, focusing on technical mentorship, career development, and maintaining a high-performance, low-ego culture.
• Lead the transition to a multi-region and multi-substrate deployment model within the Salesforce commercial cloud, ensuring resilience across global geographies.
• Oversee the maintenance and support of legacy and custom enterprise environments, ensuring "five-nines" reliability for critical customers.
• Act as the primary stakeholder for Private Cloud Edition (PCE) and Government Cloud initiatives, ensuring compliance and sovereignty.
• Define and hold the team accountable to Service Level Indicators (SLIs), Service Level Objectives (SLOs), and error budgets. Lead the "incident-to-insight" loop to ensure production issues result in structural improvements.
• Collaborate with Product, Engineering, and Security leadership to align infrastructure investments with broader business goals.
• Build and ship high-quality, production-grade software using modern engineering practices, with AI as a core part of the development workflow.
• 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, enabling accurate and reliable AI operations.
• Critically evaluate code (Human or AI-generated) for correctness, quality, security, and performance.

Requirements

• 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, and understanding 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.
• 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.