Manager, Support Tooling and Infrastructure
Amsterdam · 5+ years experience · Hybrid · Posted Oct 12, 2026
At a glance
- Experience
- 5+ years experience
- Workplace
- Hybrid
- Location
- Amsterdam
About the role
- Adyen is seeking a Manager, Support Tooling and Infrastructure to lead the team responsible for designing, building, and evolving systems powering Customer Support.
- The role involves owning telephony, messaging, workforce management, and quality assurance tooling beyond Salesforce Service Cloud, as well as collaborating to integrate AI capabilities like FIN into the tech stack.
- You will lead a multidisciplinary team of Business Analysts, Salesforce Administrators, Developers, and Architects to define the Support technology roadmap and deliver scalable solutions.
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, including Service Cloud alongside other tools such as 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, clearly 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.
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
Workplace
- Based out of the Amsterdam office
- Office-first company and value in-person collaboration (hybrid)
- Do not offer remote-only roles
Skills
- Salesforce
- Service Cloud
- Salesforce Service Cloud
- Telephony
- SDLC
- Agile
