Job CategoryCustomer Success Group
The Proactive Monitoring Engineer is a customer-focused expert and is responsible for Salesforce.com's handling and execution of business critical monitoring cases as well as working with customers to define, manage and implement their monitoring solution through proactive support and monitoring.
This position, as part of the Global Support organization, has primary technical support responsibilities of working with customers to create and maintain a monitoring solution for their business critical processes. Designing and maintaining monitoring that cover all aspects of the Marketing Cloud, 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.
Meet with Customers to understand and capture their business context and requirements for monitoring
Provide second level expertise and coaching to other Engineers on the team
Provide expert-level technical support to high touch clients
Track and maintain all client communications and case documentation in Salesforce
Create and maintain Knowledge Articles that define action plans to case resolution
Monitor client support cases on a daily basis
Manage escalations and expectations for both the client and Internal personnel
Create MSSQL scripts to be used for monitoring all aspects of Marketing Cloud application.
Work with internal teams and tools to create and activate monitoring solutions.
May require work outside of normal business hours, holidays, and some weekends as this role is an on-call position
5-7 years of prior experience in Salesforce.com Development role
Passion for delivering outstanding customer experience
Excellent written and verbal communication skills engage with our top Customers
Action oriented with strong organizational, analytical, troubleshooting and problem solving skills
Highly adaptable, fast learner, and resourceful
Ability to collaborate cross-functionally on a global scale
Strong technical aptitude in support of learning Salesforce application and solutions
Dependable, motivated, self-starter with the ability to work independently
Bachelor's degree or equivalent work experience
Previous experience with Salesforce CRM, Force.com, Marketing Cloud, and its technologies is desired
Knowledge of Internet development technologies (HTML, XML, API, SQL etc.) is required
Proven experience or expertise in the following:
Database and relational data structures
Large scale, multi-tenant production environments
API Programming or Software Development
Software Design Lifecycle
Certified Email Marketing Specialist
Previous experience with Salesforce.com Marketing Cloud and its technologies
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.