Slack Proactive Monitoring Engineer

Slack Proactive Monitoring (ProM) Engineer

As a Slack Proactive Monitoring (ProM) Engineer, you will operate at the intersection of platform engineering, site reliability, and strategic customer success. You will safeguard the health and performance of Slack’s largest and most complex global enterprise deployments (Enterprise Grid) by continuously monitoring Slack workspace metrics, performance thresholds, API integrations, enterprise security events, and custom app behavior, proactively detecting anomalies and coordinating rapid mitigation steps before customers experience a slowdown.

• Continuously monitor dashboards, alerting systems, and telemetry data (error rates, latency spikes, API failures, deployment anomalies) for early signals of degradation.
• Triage and correlate alerts from multiple sources (Splunk, internal tools, etc.) to identify patterns before customers report issues.
• Actively monitor Slack platform health dashboards, network latency signals, message delivery queues, and database capacities for high‑frequency work spaces.
• Monitor critical custom automations, Slack Workflow Builder runs, Enterprise Key Management (EKM) operations, and Identity Provider (IDP) authentication syncs.
• Identify customers potentially affected by degraded service conditions and coordinate proactive outreach with Customer Success and Support teams.
• Partner with the Incident Management team to escalate signals that meet incident‑threshold criteria.
• Provide technical advisory by partnering with Customer Success Managers and Success Architects to deliver annual technical health check reviews, assessing platform metrics, configuration limits, and custom integration health.
• Perform root cause analysis on proactively detected issues, documenting findings in internal case and incident management systems.
• Work closely with Engineering and SRE teams to drive rapid remediation of identified issues.
• Intervene in low‑risk system exceptions (e.g., advising clients on misconfigured Slack Webhooks, API rate‑limit exhaustion, or broken Salesforce‑Slack app connections) before they trigger widespread downtime.
• Build and maintain Slack‑based automations and workflows to streamline proactive monitoring operations.

• 2+ years of experience in technical support, site reliability engineering, or a related operations role.
• Hands‑on experience with observability and monitoring tools (Grafana, Splunk, Datadog, Pager Duty, or equivalent).
• Strong understanding of cloud‑based SaaS architecture, APIs, and common failure modes.
• Proficiency in reading and analyzing logs, metrics, and traces.
• Excellent written and verbal communication skills; ability to clearly convey technical findings to both technical and non‑technical audiences.
• Demonstrated ability to leverage modern AI tools to optimize workflows, conduct research, and enhance daily productivity.

• Experience working with the Slack platform (Slack API, Slack workflows, Bolt framework).
• Familiarity with Salesforce Service Cloud / OrgCS case management.
• Scripting or automation experience (Python, JavaScript, Bash).
• Experience in a customer‑facing support engineering or reliability role at a SaaS company.
• ITIL, SRE, or similar certification.

Salesforce offers a range of benefits to support well‑being, 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. Compensation for this role is typically $75,000 – $113,500 annually, with potential incentive compensation, equity, and additional benefits as applicable.

Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. We assess everyone 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 recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. 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 various benefits to help employees live well.

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