Proactive Monitoring Engineer

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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.

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