Proactive Monitoring Engineer - Salesforce Technical Support Specialist

Proactive Monitoring Engineering Role (Slack, Salesforce)

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Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

The Proactive Monitoring Engineer is a customer-focused expert and is responsible for Salesforce.com’s handling and execution of high severity cases as well as implementing and finding ways to prevent customer issues through proactive support and monitoring.

This position, as part of the Global Support organization, has primary technical support responsibilities for an assigned account portfolio, maintaining a single-minded focus to ensure clients are incredibly satisfied with Salesforce’s suite of products by becoming a Salesforce cloud application and platform expert.

The ideal Proactive Monitoring Engineer is a team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, has excellent problem solving skills, is able to learn new technologies quickly, and uses their time efficiently.

As a Proactive Monitoring Engineer, you’ll be part of a team of problem solvers who are passionate about working in a fast-paced, highly dynamic, client-centric environment.  

RESPONSIBILITIES:

• Provide expert-level technical support to high touch clients

• Track and maintain all client communications and case documentation in Salesforce

• Define follow-through and action plans to case resolution

• Manage client support cases on a daily basis

• Manage escalations and expectations for both the client and Internal personnel

• Assist clients in optimizing their use of the application platform via workflow guidance or by identifying automation, proactive monitoring, and integration opportunities

May require work outside of normal business hours, holidays, and some weekends as this role is an on-call position

Shift Timings:  AMER ; EMEA; APAC
Work during European Time zone (12:30 PM - 09:30 PM) IST or (1:30 PM to 10:30 PM) IST - Depending on Daylight Savings Time
Work during Amer hours (Pacific Time zone - 08:30 PM/09:30 PM IST) and (Eastern Standard Time -
5.30 PM/6.30 PM IST onwards depending on Daylight Savings Time), work hours can change depending on Business requirements

MINIMUM QUALIFICATIONS:

• 2-5 years of prior experience in Salesforce.com Development role

• Passion for delivering outstanding customer experience

• Excellent written and verbal communication skills

• Action oriented with strong organizational, analytical, and problem solving skills

• Highly adaptable, fast learner, and resourceful

• Ability to collaborate cross-functionally on a global scale

• Strong technical aptitude in support of learning Salesforce application and solutions

• Dependable, motivated, self-starter with the ability to work independently

• Previous experience with Salesforce CRM, Force.com, Marketing Cloud, and its technologies is desired

• Knowledge of Internet development technologies (HTML, XML, API, SQL etc.) is required

Proven experience or expertise in the following:

• Database and relational data structures

• Large scale, multi-tenant production environments

• API Programming or Software Development

• Software Design Lifecycle

PREFERRED QUALIFICATIONS:

• Visualforce and Apex code experience

• Certified Administrator

• Certified Advanced Administrator

• Certified App Builder

• Certified Platform Developer

• Certified Email Marketing Specialist

• CRM domain knowledge

• Previous experience with Salesforce.com CRM and its technologies

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

Experience Level

Mid Level