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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.

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

• Take ownership of customer issues through to resolution - including troubleshooting, internal communication and providing guidance on recommended best practices

• Conduct annual technical health check reviews to evaluate customers’ platform performance, configurations, and overall system health, identifying potential risks and recommending improvements

• Develop and customize Salesforce applications using Apex, Lightning Web Components (LWC)

• Develop and implement automation using Flows and Apex triggers

• Provide prompt, detailed analysis of technical challenges and business issues.

• Create and maintain Knowledge Base Articles both for internal and external audiences.

• 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:

• Minimum 3+ years of customer-focused or customer-facing experience.

• Degree in Computer Science, Information Systems, Software Engineering, or equivalent) or equivalent experience.

• Ability to effectively prioritize, multi-task, and perform well under pressure

• Strong experience in technical support, data engineering, or platform support roles

• 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

• Excellent problem-solving, communication, and customer-handling skills

• 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

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

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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.