Manager, Support Tooling And Infrastructure

October 12, 2026

Hybrid

Lead

Amsterdam

Indeed

Description

Adyen is hiring a Manager, Support Tooling and Infrastructure to lead the Support Infrastructure Team that designs, builds and evolves systems powering Customer Support. Beyond Salesforce Service Cloud, the team owns telephony, messaging, workforce management and quality assurance tooling, and partners with the Head of AI Support Product to integrate AI capabilities such as FIN. The role combines people leadership of a multidisciplinary team with ownership of the Support technology roadmap and strategy across global Adyen teams.

Responsibilities

Lead, mentor and develop a multidisciplinary team of Salesforce Developers, Administrators, Architects and Business Analysts
Optimize planning, release practices and cross-functional collaboration to boost delivery speed, quality and predictability
Define and execute the Customer Support technology strategy across Service Cloud, QA, WFM and telephony platforms
Own the Service Cloud roadmap, balancing needs across global Adyen teams sharing the platform
Partner with regional and functional stakeholders, communicating priorities, risks and progress
Guide Salesforce architecture, integrations and best practices while empowering team members to own implementation
Establish KPIs for Support technology initiatives to track business outcomes and drive continuous improvement
Collaborate with the Head of AI Support Product to integrate AI capabilities including FIN into the tech stack

Requirements

7+ years of Salesforce experience with strong Service Cloud expertise
5+ years directly leading technical teams
Deep platform expertise across architecture, customization, automation, integrations, security and governance
Proven track record of coaching and developing technical engineers and administrators
Adept at bridging high-level technology strategy with day-to-day execution
Strong understanding of SDLC, Agile delivery, enterprise system integrations and AI/automation initiatives
Excellent stakeholder management skills, capable of influencing both technical and business audiences
Collaborative leader skilled at balancing stability, technical debt, innovation and business delivery

Conditions

This role is based out of our Amsterdam office
Office-first company that values in-person collaboration (hybrid); remote-only roles are not offered
Applications receive a response within 5 business days
Interview process tends to take about 4 weeks to complete