Principal Software Engineer, Site Reliability (Agentforce Ops)

Salesforce, Inc.; Boston (MA); On-site; USD 180,000 - 250,000; Full time

Job summary

Salesforce, Inc. seeks a Production Support Engineer (PMTS) at a Principal level to join the embedded reliability team within the Agentforce Operations platform. You will focus on scaling, reliability, and automation in a high-velocity environment.

You will own the reliability roadmap, mentor senior engineers, and drive observability, AI workflows, and performance improvements across global systems. This role demands senior SRE/Backend experience and strong coding in Golang/TypeScript/Python.

Qualifications

• 9+ years of experience in SRE/Production Eng/Backend Eng with a focus on operations and scale.
• Proven ability to scale products through high-growth phases.
• Strong communication with diverse stakeholders.
• Expert in production-grade code (Golang, TypeScript, Python).
• Broad tech: Kubernetes, Terraform/OpenTofu, AWS/GCP/Azure.
• Observability with SLO-based monitoring.
• Deep understanding of distributed systems and microservices.
• Ownership mentality with autonomous delivery.

Responsibilities

• Own the reliability roadmap for major product areas, transitioning from startup-speed architectures to highly-available, global-scale enterprise solutions.
• Provide expert technical leadership to guide the team's direction and architecture.
• Mentor LMTS/SMTS and foster close collaboration across the team.
• Maintain and evolve automated environments with an infrastructure-as-code mindset.
• Support scaling of AI/ML infrastructure and ensure GPU resources and data pipelines for real-time insights.
• Lead observability hardening and build telemetry to prevent incidents.
• Deep-dive into SQL, API latency, and cross-service communication for performance under heavy load.
• Leverage AI tools to automate routine operational tasks and accelerate delivery.

Skills

SRE/Production Eng

Scaling Experience

Communication

Golang/TypeScript/Python

Kubernetes

Terraform/OpenTofu

Cloud Platforms

Observability

Distributed Systems

Ownership

AI Fluency

Leadership

Education

MS in Computer Science

Tools

Claude Code

Codex

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.

Job Category

Software Engineering

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.

The Experience

Join an agile team with deep startup roots.

We operate as a high-velocity ‘startup-within-Salesforce,’ following our recent acquisition. You’ll be managed by the same founders and engineers who built the original company, offering the autonomy of a small team backed by the global scale and trust of Salesforce.

We have successfully moved past the "0 to 1" phase. We have a product that works, customers who love it, and the backing of Salesforce. Now, we are entering the "1 to 100" phase: scaling our architecture to handle global demand, hardening our systems for enterprise-grade resilience, and integrating deeply with the Agentforce ecosystem. This is your chance to help lead that transition.

What You'll Actually Be Doing

As a Production Support Engineer (PMTS), you will be a senior technical member of staff within our embedded reliability team. You aren’t building the foundation alone—you’ll work alongside a group of engineers and product owners to ensure the Agentforce Operations platform is the most reliable AI-powered engine in the industry.

This is a role for an engineer who loves the "scaling" problem. You will focus on production excellence, performance tuning, and infrastructure automation. Because you are embedded in the product organization, you’ll have a seat at the table during design reviews, ensuring that as we add new agentic capabilities, they are built to scale from day one.

We want people who have a proven track record of delivering real, measurable outcomes and get excited about the prospect of getting to own and steer the direction of our technical architecture.

• Scaling & Reliability: Own the reliability roadmap for major product areas, working to transition our systems from startup-speed architectures to highly-available, global-scale enterprise solutions.
• Technical Leadership: As a Principal-level member of technical staff, the team will be expecting you to provide the expert insights to help guide and steer the technical direction of our team.
• Mentorship: The LMTS and SMTS members of our team will be looking to provide both formal mentorship via direct engagement as well as informal mentorship via setting a high bar of technical excellence. This is not a role where you will work in a silo - close collaboration amongst the team is required and expected and it will be your job to initiate that.
• Infrastructure as Code: Maintain and evolve our automated environments, focusing on making our "infrastructure-as-plugins" model more robust and developer-friendly.
• AI Operations (AIOps): Support the scaling of our AI/ML infrastructure, ensuring our models have the GPU resources and data pipelines required to deliver real-time supply chain insights.
• Production Excellence: Lead the "1 to 100" hardening of our observability stack. You won’t just respond to incidents; you’ll build the tooling that prevents them and the telemetry that explains them.
• Performance Engineering: Deep-dive into SQL optimization, API latency, and cross-service communication to ensure our data-intensive supply chain platform remains performant under heavy load.
• AI-First Workflow: Lean into the future of engineering by using AI tools (Claude Code, Codex, etc.) to automate routine operational tasks and accelerate infrastructure delivery.

You're Our Person If...

• 9+ years of experience in SRE, Production Engineering, or Backend Engineering with a heavy focus on operations and scale.
• Proven Scaling Experience: You have previously helped take a product through a high-growth phase (the "1 to 100" journey), dealing with the technical debt and architectural shifts that come with it.
• Effective Communicator: This is an integral role within our organization as you’ll be responsible for implementing the product vision and then communicating that reality back to a variety of stakeholders with varying degrees of technical expertise. As such, strong communication abilities are a must.
• Coding Mastery: You are an expert in writing production-grade code in either Golang, TypeScript, or Python—you view automation as a software engineering problem.
• Technical Breadth: Strong proficiency in Kubernetes, Terraform/OpenTofu, and AWS/GCP/Azure.
• Observability Expert: Demonstrated experience with properly instrumenting applications and platforms with SLO-based monitoring and alerting.
• Systems Expert: Deep understanding of distributed systems, including how to debug complex interactions between microservices, databases, and AI agents.
• Low-Ego Collaboration: Experience working within a senior team of Principal engineers, capable of both leading specific initiatives and supporting the broader group’s technical vision.
• AI Fluency: A demonstrated ability to use modern AI development tools to move faster and build more reliable systems.
• Ownership Mentality. We are a senior team who operate with a high degree of autonomy. As a result, we’re looking for someone who can independently identify issues and own the solution all the way through final implementation.

Even Better If...

• M.S. in Computer Science or equivalent practical experience.
• Database Specialist: Strong experience with PostgreSQL at scale (partitioning, indexing, query tuning).
• Distributed Systems: Advanced knowledge of microservice orchestration and durability patterns, including hands‑on experience with Temporal for workflow reliability and Istio service meshes for secure, observable service-to-service communication in high-growth SaaS environments.
• Monitoring and Observability: Tracing, profiling, monitoring, logging, dashboard creation - we’re looking for someone who has demonstrated prior results across a wide breadth of the monitoring and observability stack. Specific experience in Prometheus, Grafana, and Pagerduty is desired.
• Search Indexing: Prior experience with Elastisearch implementations or Typesense.
• Salesforce Knowledge: Familiarity with Salesforce infrastructure, Hyperforce, or Data Cloud is a plus.

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

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.

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.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program