To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job CategoryCustomer Success GroupJob DetailsWe’re Salesforce, the Customer Company. If you believe in bringing companies and customers together, in business as the greatest platform for change, in creating a more equitable and sustainable future for all – well, you’re in the right place. Through our #1 CRM, Customer 360, we help companies blaze new trails and connect with their customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and growth, charting new paths, and improving the state of the world.The Proactive Monitoring Engineer is a customer-focused expert and is responsible for communicating Salesforce’s handling and execution of high severity cases to customers, as well as implementing and finding ways to prevent customer issues through proactive support, monitoring, and quarterly customer reviews.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 and analytical 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: Monitor the application/system defined parameters and open proactive cases. Manage client-support interaction on every case.Provide expert-level technical support to high touch clientsTrack and maintain all client communications and case documentation in SalesforceDefine follow-through and action plans to case resolutionManage escalations and expectations for both the client and Internal personnelAssist clients in optimizing their use of the application platform via workflow guidance or by identifying automation, proactive monitoring, and integration opportunitiesMay require work outside of normal business hours, holidays, and some weekends as this role is an on-call positionMINIMUM QUALIFICATIONS:Passion for delivering outstanding customer experienceExcellent written and verbal communication skillsAction-oriented with strong organizational, analytical, and problem-solving skillsHighly adaptable, fast learner, and resourcefulAbility to collaborate cross-functionally on a global scaleStrong technical aptitude in support of learning Salesforce application and solutionsDependable, motivated, self-starter with the ability to work independently Bachelor’s degree or equivalent work experiencePrevious experience with Salesforce CRM, Force.com, Marketing Cloud, and its technologies is desiredKnowledge of Internet development technologies (HTML, XML, API, SQL etc.) is requiredProven experience or expertise in the following:Demonstrated strength in troubleshooting issues at various architectural tiers resulting in short-term mitigation and/or root cause determinationExpert level debugging skills at application tier (Java/JVM), web tier and database tier (log analysis, heap analysis, thread analysis, etc)Familiarity with various analytical tools such as APM (AppDynamics), log analysis (Splunk), RUM (Soasta), Synthetic Monitoring (Dynatrace) and their diagnostic applicationExperience with Software-as-a-Service (SaaS) preferredDemonstrable ability in Java, JavaScript, and HTML; especially program comprehensionLarge scale, multi-tenant production environmentsPREFERRED QUALIFICATIONS:Application Performance Monitoring experienceAccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.Posting StatementAt Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.Salesforce, Inc. and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce, Inc. and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce, Inc. and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce, Inc. or Salesforce.org.Salesforce welcomes all.
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