Proactive Monitoring Engineer - GovCloud

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Job Category

Customer Success

Job Details

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.

We're seeking a detail-driven Gov Cloud Proactive Monitoring (ProM) Engineer to help ensure top-tier security, compliance, and reliability for our public sector customers across all eligible Salesforce products. In this role, you'll use predictive monitoring and advanced analytics to identify, diagnose, and prevent performance and stability risks in mission-critical, government-regulated environments.

This is a prevention-focused, cross-cloud customer-facing role where you partner with internal teams and customers to prevent problems before they start—while strictly meeting all Gov Cloud security and compliance requirements.

• Alert Onboarding & Setup: Configure customer's ProM alerts and thresholds post-onboarding, according to business needs, Gov Cloud best practices, and organizational/cloud profile requirements.
• Alert Monitoring & Management: Serve as a monitoring engineer to manage internal and customer communication across multiple channels (case, email, phone, Slack) regarding alerts. You will ensure cases are appropriately created, validated, and troubleshooted, providing findings and resolution guidance directly to the customer.
• Proactive Services & Optimization: Work proactively to identify and elevate recurring Gov Cloud-specific issues by analyzing case and alert volumes. Create and curate knowledge articles to enhance internal documentation and support for Gov Cloud compliance and performance.
• Technical Troubleshooting & Debugging: Accept new cases and conduct deep-dive technical troubleshooting and debugging of alerts and system issues, including validating alerts and updating case descriptions with meaningful information.

• End-to-End Customer
  
  Experience:
  
  Lead the complete end-to-end customer experience, coordinating the resolution of critical technical issues while maintaining strict adherence to Gov Cloud communication protocols.
• Annual Technical Health Reviews (ATHRs): Partner with Customer Success Managers (CSMs) and deliver Annual Technical Health Reviews (ATHRs) to Gov Cloud clients, providing valuable insights into their system's performance, identifying areas for optimization, and discussing agreed-upon monitoring plans.
• Key Event Monitoring (KEM) &
  
  Collaboration:
  
  Partner with Customer Success Managers (CSMs) and other internal teams to manage customer expectations, coordinate key event monitoring, and provide support for high-severity cases with urgency and technical expertise.
• Documentation & Prioritization: Research, document, and prioritize customer issues, using internal tools while managing time effectively in a fast-paced, customer-focused, and highly secure environment.
• Exceed Expectations: Consistently exceed customer expectations and experience in a way that results in high customer satisfaction and trust.

• Security & Citizenship:
  • Requires U.S. citizenship (U.S. born or naturalized) who does not hold dual citizenship.
  • Ability to complete a Minimum Background Investigation (MBI) for a Moderate Public Trust position with the U.S. federal government or other clearances as deemed appropriate for the role.
• Experience &
  
  Education:
  
  
  • Bachelor's degree in Computer Science or equivalent experience.
  • Minimum of 2+ years of work experience in Engineering, Programming,…