Slack Proactive Monitoring Engineer

Slack Proactive Monitoring (ProM) Engineer

Operating at the intersection of platform engineering, site reliability, and customer success, this role protects the health and performance of Slack’s largest and most complex global enterprise deployments (Enterprise Grid). The engineer proactively monitors Slack workspace metrics, performance thresholds, API integrations, security events, and custom app behavior to detect anomalies, triage system exceptions, and coordinate rapid mitigation steps, often initiating preemptive outreach before customers notice 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 escape signals that meet incident‑threshold criteria.
• Provide technical advisory by delivering annual health check reviews with Customer Success Managers and Success Architects, assessing platform metrics, configuration limits, and integration health.
• Perform root cause analysis (RCA) on proactively detected issues and document findings.
• Work closely with Engineering and SRE teams to drive rapid remediation of identified issues.
• Intervene in low‑risk system exceptions (e.g., advising on misconfigured Slack Webhooks, API rate limits, or broken Salesforce‑Slack app connections) before widespread downtime occurs.
• 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 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 or OrgCS case management.
• Experience with scripting or automation (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 variety of benefits to support a balanced life, including paid time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details can be found at  The typical base salary range for this position is $75,000 - $113,500 annually, excluding bonus, equity or benefits.

Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination. All employees and applicants are 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, marital status, political viewpoint, or other protected classifications.

Reasonable accommodation requests for the application or recruiting process can be submitted through the Accommodations Request Form.