Associate proactive Monitoring Engineer

Salesforce, Inc.; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

Salesforce seeks an Associate Technical Support Engineer – Proactive Monitoring to join the Technical Support Engineering team. You will proactively monitor platform health, analyze issues, and engage with customers to minimize disruption.

The role requires aBachelor's in a technical field and 6–24 months in technical support; familiarity with Salesforce Admin and developer concepts is a plus. Flexible to work APAC/EMEA/AMER hours, including weekends and holidays.

Qualifications

• Bachelor's degree or equivalent in a technical field.
• 0–2 years in technical support or IT operations.
• Familiar with cloud/SaaS concepts and web technologies.
• Basic monitoring, log analysis and alerting knowledge.
• Clear written and verbal communication; customer-focused.
• Hands-on Salesforce Admin experience; Salesforce development knowledge is a plus.

Responsibilities

• Monitor Salesforce platform health dashboards and alerts.
• Analyze logs and metrics to identify root causes.
• Engage with customers with timely updates and guidance.
• Create and manage support cases with documentation.
• Collaborate with Engineering, SRE, and Cloud Ops teams.
• Contribute to knowledge base with troubleshooting steps.
• Utilize internal tooling to streamline alerting and automation.
• Identify recurring patterns for long-term fixes.

Skills

Bachelor degree in CS/IT/Engineering

6–24 months technical support

Cloud & SaaS concepts

Web tech fundamentals (HTTP/HTTPS, DNS

Log analysis & monitoring basics

Strong communication

Salesforce Admin experience

Salesforce Developer knowledge (Apex,L

Education

Bachelor's degree in Computer Science / IT / Engineering

Tools

Splunk

Datadog

New Relic

Dynatrace

Job description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

About Futureforce University Recruiting Our Futureforce University Recruiting program is dedicated to attracting, retaining and cultivating talent. Our interns and new graduates work on real projects that affect how our business runs, giving them the opportunity to make a tangible impact on the future of our company. With offices all over the world, our recruits have the chance to collaborate and connect with fellow employees on a global scale. We offer job shadowing, mentorship programs, talent development courses, and much more.

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.

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 escalat[e] into customer-impacting incidents.
• Incident Detection & Triage: Analyze monitoring alerts, log data, and system metrics to identify root causes and advance 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 escalation insights to engineering teams for long‑term fixes.

What We’re Looking For

• 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.

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.

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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