Proactive Monitoring Engineering Role (Slack, Salesforce)

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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. Position Summary 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. Operating in
a 24/7/365 rotation, 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: Monitoring & Alerting 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. Maintain and refine monitoring
playbooks and runbooks for common signal patterns. 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. Proactive Customer
Engagement Identify customers potentially affected by degraded service
conditions and coordinate proactive outreach with Customer Success and Support
teams. High-Impact Communications: Draft and send clear, context-rich proactive
notices to customer IT/Slack Administrators advising them of anomalies detected
in their environment. Partner with the Incident Management team to escalate
signals that meet incident-threshold criteria. Technical Advisory: Partner with
CSMs and Success Architects to deliver annual technical health check reviews,
assessing platform metrics, configuration limits, and custom integration health.
Issue Investigation & Resolution 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. Open, document, and manage proactive cases, tracking them from the
initial automated alert to complete root-cause resolution. Tooling & Continuous
Improvement Contribute to improvements in monitoring coverage, alert fidelity,
and signal-to-noise ratio. Identify gaps in observability and work with
Engineering to instrument new telemetry. Build and maintain Slack-based
automations and workflows to streamline proactive monitoring operations.
Knowledge & Documentation Maintain up-to-date runbooks for monitoring scenarios,
escalation paths, and known issues. Share knowledge across the broader Support
Engineering team via Slack channels, canvases, and regular syncs. Required
Skills/Experience: Required 1+ years of experience in technical support
engineering, 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 work independently in a
fast-paced, ambiguous environment. Preferred 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. Skills
& Competencies Analytical thinking and strong troubleshooting skills Customer
empathy and proactive mindset Collaboration across Engineering, SRE, and
Customer Success Attention to detail and signal prioritization Strong time
management and ability to manage multiple active issues simultaneously 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.
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workforce, recall, training, and education. We're Salesforce, the Customer
Company, inspiring the future of business with AI + Data + CRM. Leading with our
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