Description
Job Description Summary
Proactive Monitoring(ProM) is a strategic customer engagement service that supports 24x7 monitoring of critical customer processes and proactively avert problems before they occur. The team consists of Salesforce experts who monitor the critical customer business processes, performance, platform limits and critical automations round the clock in a fast-paced, highly dynamic, client centric environment and work with the customer on issue mitigation.
The Proactive Monitoring (ProM) Engineer is a customer-focused technical expert responsible for supporting Salesforce.com’s Signature Support customers. The role focuses on preventing customer issues through proactive monitoring and support of Salesforce Tableau. As a member of the ProM team, you will continuously monitor platform processes and system health, identify potential issues before they impact customers, and work to ensure reliable, high-quality data operations.
The ProM Engineer (Technical) is technically competent, business-oriented, and highly customer-centric, providing the highest level of support and expertise to some of our largest and most strategic accounts
Key Responsibilities:
- Own the complete end-to-end customer support experience.
- Focus on Proactive Support best practices for our Customers that will hasten their implementations/deployments
- Support day-to-day Tableau Server/Cloud operations, including data ingestion, identity resolution, harmonization, segmentation, and activation
- Troubleshoot technical issues related to Tableau Server/Cloud Integrations and Standard Salesforce-Tabelau Functionalities
- Develop and customize Salesforce applications using Apex, Lightning Web Components (LWC)
- Conduct annual technical health check reviews to evaluate customers’ platform performance, configurations, and overall system health, identifying potential risks and recommending improvements
- Design and implement automation using Flows and Apex triggers
- Build and maintain integrations with third-party systems using REST/SOAP APIs.
- Review system alerts, dashboards, and logs to identify potential issues before they impact customers
- Provide proactive support, including but not limited to; proactive system/limit monitoring and communications, deep root cause analysis, working with CCE and Technical Enablement teams on proactive tuning, and providing recommendations to minimize potential service disruptions
- Develop excellent working relationships with other Support & infrastructure management to enable the successful delivery of ProM and other value-added services.
- Responsible for defining escalation processes, recommending and agreeing improvements with other affected functions, then ensuring successful implementation
Required Skills/Experience:
- Proven experience of 3+ years in client-facing roles, along with at least 2 years of hands-on Salesforce development.
- Degree or Diploma in Computer Science, Information Systems, Software Engineering, or equivalent) or equivalent experience.
- Strong proficiency in Apex, SOQL, and LWC
- Experience with Salesforce data model, security model, and governor limits
- Tableau desktop and Server: Possesses strong skills and certifications in Tableau Desktop and Tableau Server, with extensive experience designing scalable dashboards that handle large data volumes across multiple data sources, including SQL Server, Teradata, and PostgreSQL.
- Demonstrates proficiency in analyzing BI needs, interpreting both technical and business user requirements, and translating them into insightful reports. Additionally, has good experience with Tableau Cloud, ensuring seamless integration and performance across different deployment environments.
- Understanding of database concepts and SQL
- Deep understanding of Salesforce multitenant architecture
- Ability to work flexible shifts, including weekend on-call responsibilities, in a 24/7 operating environment
- Ability to work independently while collaborating effectively across teams
- Ability to communicate technical concepts clearly and effectively
Desired Skills/Experience/Certifications
- Tableau Desktop Specialist
- Tableau Server Associate Certified
- Tableau Certified Data Analyst
- Certified platform Administrator
- Salesforce Certified Platform Developer (PD1)
- CRM domain knowledge
- Previous experience with Salesforce.com CRM and its technologies