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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.
About Salesforce
Salesforce is the world's #1 CRM platform, empowering companies of every size and industry to connect with their customers in a whole new way. We believe in doing business as the greatest platform for change — and that starts with our people. At Salesforce, we're committed to creating a diverse, equitable, and inclusive workplace where everyone can thrive.
About the Role
We are looking for a motivated and detail-oriented Associate Technical Support Engineer – Proactive Monitoring to join our growing Technical Support Engineering team. In this role, you will be at the forefront of ensuring platform health and customer success by proactively identifying, analyzing, and addressing potential issues before they impact our customers.
This is an exciting opportunity for someone who is passionate about technology, loves solving complex problems, and wants to make a meaningful impact in a fast-paced, collaborative environment. The ProM team runs 24x7x365 . Candidates must be flexible to work on different Shifts including APAC/EMEA/AMER hours as and when required. Must be available to work on a few weekends and Holidays as part of the business need.
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Proactive Monitoring: Continuously monitor Salesforce platform health dashboards, alerts, and telemetry signals to detect anomalies and potential issues before they escalate into customer-impacting incidents. Incident Detection & Triage: Analyze monitoring alerts, log data, and system metrics to identify root causes and escalate findings to the appropriate engineering or operations teams. Customer-Centric Outreach: Proactively engage with customers affected by identified issues, providing timely communication and resolution guidance to minimize disruption. Case Management: Create, manage, and resolve support cases with thorough documentation of findings, actions taken, and resolutions. Collaboration: Partner closely with Engineering, Site Reliability Engineering (SRE), Cloud Operations, and senior Technical Support Engineers to drive issue resolution and continuous improvement. Knowledge Base Contribution: Document troubleshooting procedures, known issues, and best practices to enhance the team's collective knowledge and improve future response times. Tooling & Automation: Leverage internal monitoring tools, dashboards, and scripting to streamline alert management and reduce manual effort. Trend Analysis: Identify recurring patterns or systemic issues from monitoring data and escalate insights to engineering teams for long-term fixes.
Required Qualifications
Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field (or equivalent practical experience). 6–24 months of experience in technical support, IT operations, systems monitoring, or a related role. Solid understanding of cloud computing concepts, SaaS platforms, and web technologies (HTTP/HTTPS, REST APIs, DNS, SSL/TLS). Basic familiarity with monitoring tools and concepts (e.g., log analysis, alerting, dashboards). Strong analytical and problem-solving skills with the ability to work through ambiguous situations. Excellent written and verbal communication skills, comfortable communicating technical concepts to both technical and non-technical audiences. Ability to prioritize and manage multiple tasks in a fast-paced environment. A genuine passion for customer success and a customer-first mindset. Salesforce Admin Experience: Hands-on experience with Salesforce Administration — including user management, profiles, roles, permission sets, flows, validation rules, and basic configuration of Sales Cloud or Service Cloud. Salesforce Developer Experience: Working knowledge of Salesforce development fundamentals — including Apex (triggers, classes), Lightning Web Components (LWC), SOQL/SOSL queries, and basic understanding of the Salesforce data model and deployment processes (Change Sets / Salesforce DX). Ability to read and interpret debug logs, error messages, and system exceptions within the Salesforce platform to assist in root cause analysis and proactive issue identification.
Preferred Qualifications
Familiarity with Salesforce products (Sales Cloud, Service Cloud, Platform, etc.) or prior experience using/supporting CRM platforms. Exposure to monitoring and observability tools such as Splunk, Datadog, New Relic, Dynatrace, or similar platforms. Basic scripting or automation skills (Python, Bash, or similar). Understanding of ITIL frameworks or incident management best practices. Salesforce Administrator or Developer certification is a plus. Experience working in an Agile or DevOps environment.
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.
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