Description
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.
What You'll Do 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.
What We're Looking For 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.