Overview
Associate Technical Support Engineer – Proactive Monitoring, focused on maintaining Salesforce platform health and preventing customer-impacting incidents through continuous monitoring, triage, and proactive outreach.
What you'll do
- Continuously monitor platform health dashboards, alerts, and telemetry to detect anomalies.
- Analyze monitoring alerts, logs, and system metrics to identify root causes and escalate.
- Engage customers affected by issues with timely communication and resolution guidance.
- Create, manage, and resolve support cases with documented findings and resolutions.
- Collaborate with Engineering, SRE, Cloud Operations, and senior Technical Support Engineers.
- Document troubleshooting procedures, known issues, and best practices in the knowledge base.
- Leverage internal monitoring tools, dashboards, and scripting to streamline alert management.
What you'll need
- Bachelor’s degree in Computer Science, IT, Engineering, or related field (or equivalent practical experience).
- 6–24 months of experience in technical support, IT operations, systems monitoring, or 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 such as log analysis, alerting, and dashboards.
- Ability to analyze and solve problems in ambiguous situations.
- Excellent written and verbal communication skills for technical and non-technical audiences.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
Read the full description and apply on the company’s own careers page.
