Director of Production Support Engineering

About the role

As the Director of Production Support Engineering, you will lead a high-caliber team of Production Support Engineers. You will define the roadmap for scaling the commercial Salesforce offering into a multi-region, multi-substrate powerhouse, oversee the stability of legacy and custom enterprise environments, and act as the primary stakeholder for Private Cloud Edition (PCE) and Government Cloud initiatives.

Responsibilities

• Strategic Roadmap & Vision: Devise and champion a long-term infrastructure strategy that balances rapid AI product innovation with enterprise-grade reliability and global scale.
• People Leadership: 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.
• 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 the maintenance and support of legacy environments and bespoke customer deployments, ensuring seamless experiences for long-term partners transitioning to our modern stack.
• Compliance & Sovereignty Strategy: Ensure infrastructure meets strict regulatory and data-residency requirements for Private Cloud (PCE) and Government Cloud initiatives without compromising developer velocity.
• Operational Excellence: 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 to the product.
• Stakeholder Management: Collaborate with Product, Engineering, and Security leadership to align infrastructure investments with 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.
• 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.

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 (PostgreSQL), and understanding the 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: 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.