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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.
As a Slack Proactive Monitoring (ProM) Engineer, you will operate at the intersection of platform engineering, site reliability, and strategic customer success. You are a highly technical, customer-centric specialist dedicated to safeguarding the health and performance of Slack’s largest and most complex global enterprise deployments (Enterprise Grid).
Rather than waiting for customers to report problems, you will continuously monitor Slack workspace metrics, performance thresholds, API integrations, enterprise security events, and custom app behavior. You will proactively detect anomalies, triage system exceptions, and orchestrate rapid mitigation steps—frequently initiating preemptive customer outreach before their internal users even experience a slowdown.
Key Responsibilities:
- Continuously monitor dashboards, alerting systems, and telemetry data (error rates, latency spikes, API failures, deployment anomalies) for early signals of degradation.
- Triage and correlate alerts from multiple sources (Splunk, internal tools, etc) to identify patterns before customers report issues.
- Actively monitor Slack platform health dashboards, network latency signals, message delivery queues, and database capacities for high-frequency workspaces.
- Monitor critical custom automations, Slack Workflow Builder runs, Enterprise Key Management (EKM) operations, and Identity Provider (IDP) authentication syncs.
- Identify customers potentially affected by degraded service conditions and coordinate proactive outreach with Customer Success and Support teams.
- Partner with the Incident Management team to escalate signals that meet incident-threshold criteria.
- Technical Advisory: Partner with Customer Success Managers and Success Architects to deliver annual technical health check reviews, assessing platform metrics, configuration limits, and custom integration health.
- Perform root cause analysis (RCA) on proactively detected issues, documenting findings in internal case and incident management systems.
- Work closely with Engineering and SRE teams to drive rapid remediation of identified issues
- Intervene in low-risk system exceptions (e.g., advising clients on misconfigured Slack Webhooks, API rate limit exhaustion, or broken Salesforce-Slack app connections) before they trigger widespread downtime.
- Build and maintain Slack-based automations and workflows to streamline proactive monitoring operations.
Requirements:
- 2+ years of experience in technical support, site reliability engineering, or a related operations role.
- Hands-on experience with observability and monitoring tools (e.g., Grafana, Splunk, Datadog, PagerDuty, or equivalent).
- Strong understanding of cloud-based SaaS architecture, APIs, and common failure modes.
- Proficiency in reading and analyzing logs, metrics, and traces.
- Excellent written and verbal communication skills; ability to clearly convey technical findings to both technical and non-technical audiences.
- Demonstrated ability to leverage modern AI tools to optimize workflows, conduct research, and enhance daily productivity.
Preferred Requirements:
- Experience working with Slack platform (Slack API, Slack workflows, Bolt framework).
- Familiarity with Salesforce Service Cloud / OrgCS case management.
- Scripting or automation experience (Python, JavaScript, Bash).
- Experience in a customer-facing support engineering or reliability role at a SaaS company.
- ITIL, SRE, or similar certification.
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.
In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.
At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $75,000 - $113,500 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.