Proactive Monitoring Engineer

Job description

Job Category

Customer Success Group

Job Details

ROLE DESCRIPTION: Proactive Monitoring Engineer

The Proactive Monitoring Engineer is a customer-focused expert and is responsible for Salesforce.com’s handling and execution of high severity cases as well as implementing and finding ways to prevent customer issues through proactive support and monitoring.

This position, as part of the Global Support organization, has primary technical support responsibilities for an assigned account portfolio, maintaining a single-minded focus to ensure clients are incredibly satisfied with Salesforce’s suite of products by becoming a Salesforce cloud application and platform expert.

The ideal Proactive Monitoring Engineer is a team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, has excellent problem solving skills, is able to learn new technologies quickly, and uses their time efficiently.

As a Proactive Monitoring Engineer, you’ll be part of a team of problem solvers who are passionate about working in a fast-paced, highly dynamic, client-centric environment.  

RESPONSIBILITIES:

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Provide expert-level technical support to high touch clients

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Track and maintain all client communications and case documentation in Salesforce

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Define follow-through and action plans to case resolution

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Manage client support cases on a daily basis

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Manage escalations and expectations for both the client and Internal personnel

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Assist clients in optimizing their use of the application platform via workflow guidance or by identifying automation, proactive monitoring, and integration opportunities

May require work outside of normal business hours, holidays, and some weekends as this role is an on-call position

MINIMUM QUALIFICATIONS:

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3-5 years of prior experience in Salesforce.com Development role

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Passion for delivering outstanding customer experience

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Excellent written and verbal communication skills

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Action oriented with strong organizational, analytical, and problem solving skills

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Highly adaptable, fast learner, and resourceful

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Ability to collaborate cross-functionally on a global scale

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Strong technical aptitude in support of learning Salesforce application and solutions

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Dependable, motivated, self-starter with the ability to work independently

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Bachelor’s degree or equivalent work experience

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Previous experience with Salesforce CRM, Force.com, Marketing Cloud, and its technologies is desired

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Knowledge of Internet development technologies (HTML, XML, API, SQL etc.) is required

Proven experience or expertise in the following:

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Database and relational data structures

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Large scale, multi-tenant production environments

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API Programming or Software Development

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Software Design Lifecycle

PREFERRED QUALIFICATIONS:

· 
Visualforce and Apex code experience

· 
Certified Administrator

· 
Certified Advanced Administrator

· 
Certified App Builder

· 
Certified Platform Developer

· 
Certified Email Marketing Specialist

· 
CRM domain knowledge

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Previous experience with Salesforce.com CRM and its technologies

ABOUT SALESFORCE:

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s “World’s Most Innovative Company” five years in a row and one of Fortune’s “100 Best Companies to Work For” eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for \'family\') made up of our employees, customers, partners and communities, we are working to improve the state of the world.

Posting Statement

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.